Customer Service Support Lead

Lantheus (NASDAQ: LNTH) is the leading radiopharmaceutical-focused company, delivering life-changing science to enable clinicians to Find, Fight and Follow disease to deliver better patient outcomes. Headquartered in Massachusetts with offices in New Jersey, Canada, Germany, Sweden, Switzerland and United Kingdom, Lantheus has been providing radiopharmaceutical solutions for nearly 70 years.

Today, we're expanding our portfolio and pipeline across oncology, neurology and cardiology. Through recent acquisitions, along with strategic partnerships across the life sciences ecosystem, we are accelerating our efforts to advance precision medicine and improve patient outcomes around the world.

At Lantheus we are purpose-driven, and every employee plays a vital role in our success. We're dedicated to cultivating a high-growth, forward-thinking culture where innovation thrives and diverse perspectives drive meaningful progress.

Join us and be part of a company where your contributions make a real impact, because we know someone's health is in our hands.

Summary of role

We're looking for an enthusiastic and customer-focused Customer Service Support Lead to join our dynamic team. If you have 3+ years of customer service experience and enjoy helping others, we'd love to hear from you.

This role offers remote flexibility, with the opportunity to participate in a hybrid work model for those who prefer in-office collaboration. The schedule is Monday through Friday, 10:30 AM - 7:00 PM EST.

We're seeking a strong communicator and problem-solver who thrives in a fast-paced environment and is dedicated to delivering exceptional customer experiences.

Key Responsibilities/Essential Functions

Customer Account Management

• Serve as the primary point of contact for customer account management, handling order placement, inquiries, and complaints via phone and email.
• Address a wide variety of customer inquiries, ranging from routine questions to complex special requests.
• Support accounts receivable activities and ensure documentation accuracy for all transactions.
• Support customers with billing related matters, including invoice questions, purchase order discrepancies, and coordination of issue resolution with internal teams

Order Processing and Fulfillment

• Accurately process and monitor product orders using various systems, ensuring timely delivery and adherence to customer requirements.
• Determine appropriate facilities to fulfill orders by evaluating factors such as proximity, production schedules, and product decay rates.
• Communicate effectively with customers regarding order status, production schedules, and any potential delays, providing alternative solutions as needed.

Issue Resolution and Escalation

• Proactively resolve issues related to manufacturing or delivery that may impact customers, ensuring continuity of care for patients.
• Investigate and resolve service failures, billing errors, and other complaints, coordinating with management for resolution.

Compliance and Quality Assurance

• Manage compliance requirements, including quality control and reporting of adverse events, to uphold regulatory standards.
• Ensure all activities align with quality assurance protocols and regulatory requirements.
• Demonstrate strong commitment to safety and adhere to all company safety protocols and values.

Collaboration and Teamwork

• Collaborate with internal and external teams to ensure seamless order completion, invoicing accuracy, and customer satisfaction.
• Partner with the sales team to provide account support, share insights, and assist with promotions or special initiatives.
• Participate in team initiatives, training sessions, and improvement projects to drive excellence in customer service operations.
• Communicate with diverse stakeholders, including doctors, technicians, and purchasing agents, tailoring support to their specific needs.

Technology and Systems Management

• Utilize multiple software systems (ERP, CRM, and third-party tools) to manage customer orders and account history effectively.

Basic Qualifications

• 3+ years in a customer-facing role, preferably in healthcare, pharmaceutical, or technical industries
• Strong communication skills, both written and verbal, with the ability to effectively engage and educate customers.
• Proven problem-solving abilities and experience managing customer inquiries efficiently.
• Proficiency with ERP, CRM, or similar order management systems.
• Ability to work in a hybrid environment (3 days in-office, 2 days remote) and ensure data integrity across systems.
• Availability to work on company-observed holidays as needed.

Other Requirements

• Familiarity with regulatory and compliance standards in healthcare or pharmaceutical industries is preferred.
• Availability to work occasional extended hours during peak periods or in case of urgent customer needs.
• Ability to participate in training, team initiatives, and process improvement projects.
• Commitment to safety protocols and company values.

Core Values

The ideal candidate will embody Lantheus core values:

• Let people be their best
• Respect one another and act as one
• Learn, adapt, and win
• Know someone's health is in our hands
• Own the solution and make it happen

The pay range for this position is between $34.62 and $51.44 per hour.

Actual base pay offered may vary depending on a number of factors such as job-related knowledge, skills and experience. Employees in this position are eligible for a discretionary performance-based cash incentive, and depending on the level of the role may be eligible for a discretionary annual equity award. Benefits for this position include a comprehensive health benefits package that includes medical, prescription drug, dental, and vision coverage. Other offerings include life and disability benefits, pre-tax accounts, a 401(k) with company contribution, and a variety of other benefits. In addition, employees are eligible for a generous time off package including paid vacation, holidays, sick days, and paid parental leave. Interested candidates can apply at Lantheus.com. Applications for this position will be accepted until June 27, 2026.

Lantheus is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a person's actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, related medical conditions and lactation), gender identity or gender expression, sexual orientation, marital status, military service and veteran status, disability, protected medical condition as defined by applicable state or local law, genetic information, or any characteristic protected under applicable federal, state, or local laws and ordinances.

Any applicant requiring an accommodation in connection with the hiring process and/or to perform the essential functions of the position for which the applicant has applied should make a request to the Lantheus Talent Acquisition team at talentacquisition@lantheus.com.

Lantheus is an E-Verify Employer.