Help us change lives
At Exact Sciences, we’re helping change how the world prevents, detects and
guides treatment for cancer. We give patients and clinicians the clarity needed
to make confident decisions when they matter most. Join our team to find a
purpose-driven career, an inclusive culture, and robust benefits to support your
life while you’re working to help others.
Position Overview
The Customer Service Liaison I, Poland provides a vital link between Exact
Sciences customers, the Exact Sciences sales force, and the internal commercial
operations group and is a part of a world-leading team in personalized medicine.
The holder of this role is the first point of contact for external parties who
communicate with Exact Sciences directly via the phone, email, or other means.
The Customer Service Liaison I will handle multiple tasks and answer a variety
of queries that will come from a diverse customer base to include health care
professionals, cancer patients and their family members, internal sales
representatives, and others.
The impressions we create when we interact with those people who seek us out
will play a significant role in establishing favorable perceptions of the
company.
Essential Duties
Include, but are not limited to, the following:
* Answer in-coming calls to the customer service phoneline during business
hours; document all calls according to customer service policy and
procedures.
* Assist and inform on product clinical requirements and sample accessioning
processes within scope of expertise in accordance with official standard
operating procedures (SOPs).
* Address all clinical inquiries referencing the scripted responses available
on our knowledge data base or according to training.
* Oversee order fulfillment for all orders originating in EMEA to include
assistance with the retrieval of specimens from submitting hospital and
collaborate with field sales to ensure the ordering experience of the
customer is seamless, timely, and effective.
* Demonstrate maturity and good judgment to understand when to exercise
initiative and handle queries directly and when to escalate queries to higher
authority.
* Triage inquiries to the appropriate person, office, or department
accordingly, while supporting a seamless experience for the customer.
* Maintain highest level of discretion when dealing with customer issues and
apply data privacy principles (per GDPR) in carrying out daily work.
* Provide inside sales support to field sales staff and members of the
commercial teams when needed.
* Maintain a high level of account knowledge and expertise as it pertains to
our international partners and accounts.
* Uphold company mission and values through accountability, innovation,
integrity, quality, and teamwork.
* Support and comply with the company’s Quality Management System policies and
procedures.
Minimum Qualifications
* Bachelor’s degree in modern languages or another field related to the
essential duties of the position; or high school degree/ 4th level vocational
qualification and 5 years of relevant experience related to the essential
duties of the position in lieu of bachelor’s degree.
* Fluency in French or Italian languages (C1 or above per CEFR framework)
* Proficiency / ability to communicate effectively with the English language.
* 3+ years of customer service experience in a medium or large sized company.
* Deep understanding of drivers of customer satisfaction and an overt
willingness to be an internal champion for both our internal and external
customers.
* Demonstrated ability to follow and maintain and/or develop SOPs.
* Proficient in the use of Microsoft Suite, Salesforce, or other case
management tools.
Preferred Qualifications
* Experience in molecular biology, genomics, translational science, and/or
personalized medicine.
* Superior technical communication skills.
* Knowledge of other European languages (Polish, Dutch, German, Spanish) and/or
Japanese.
* Highly effective at assimilating a large body of complex scientific material
and ability to handle technically complex data and to articulate technical
concepts.
* Excellent team player; highly effective in working with others but also
capable of working independently, as necessary.
* Ability to multi-task and strong attention to detail.
* Ability to work in a fast paced, time-sensitive environment.
* Highly effective at overcoming obstacles; tenacious and resilient.
* Strong conflict resolution skills.
* Strong customer service orientation and willingness to prioritize needs of
those seeking information.
* Superior interpersonal and organizational skills.
* Excellent listening and oral and written communication skills.
* Professional telephone manner.
* Superb follow-through and relationship management skills.
Our success relies on the experiences and perspectives of a diverse team, and
Exact Sciences fosters a culture where all employees can develop personally and
professionally with a sense of respect and belonging. If you require an
accommodation, please contact us here.
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