Customer Service Liaison I, Poland

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

Preferred Qualifications

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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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