Telix Pharmaceuticals is a dynamic, fast-growing radiopharmaceutical company with offices in Australia (HQ), Belgium, Japan, Switzerland, and the United States. Our mission is to deliver on the promise of precision medicine through targeted radiation. At our core, we exist to create products that seek to improve the quality of life for people living with cancer and rare diseases. You will be supporting the international roll-out of our approved prostate cancer imaging agent and helping us to advance our portfolio of late clinical-stage products that address significant unmet need in oncology and rare diseases.

See Yourself at Telix

We are seeking an accomplished Customer Service Manager to lead and enhance the customer service operations for Telix across the APAC region. In this role, you’ll be responsible for leading diverse initiatives that drive outstanding customer experiences by streamlining processes, optimizing the performance of the customer service department, and ensuring customer satisfaction at every touchpoint. Reporting to the APAC Operations Team, you will be responsible for managing intricate, large-scale projects across various functional areas, ensuring that resources are allocated efficiently and that customer needs are met with precision.

You will also oversee and direct the collaboration between internal teams (Sales, Quality, Supply Chain) to address any potential challenges, resolve issues, and anticipate customer needs proactively. Your expertise will ensure that complex resources, including personnel, systems, and product management processes, are coordinated effectively to minimize risk, enhance service delivery, and maintain seamless customer interactions and experience. This role offers a great opportunity to make a significant impact on APAC growth by leveraging your ability to manage multiple high-priority projects and drive customer satisfaction in a dynamic and innovative company within the radiopharmaceutical industry.

Key Accountabilities

- Order Management:
- Process customer orders, invoices, returns, and refunds.
- Manage customer data including creation in SAP, ensuring alignment with required standards and integration with other business functions.

- Customer Service Leadership:

- Lead the development, implementation, and optimization of customer service procedures and standards across the APAC region.
- Collaborate with cross-functional teams including Sales, Quality, and Supply Chain to manage customer onboarding, product launches, and resolution of customer concerns in complex scenarios.




- Build sustainable relationships with Contract Development and Manufacturing Organizations (CDMOs)

- Technical Expertise:

- Manage the online-ordering platform, ensuring its alignment with customer needs, product ordering requirements, and production planning processes in the radiopharmaceutical sector.
- Ensure the continuous improvement of user-friendly, reliable systems, ensuring that technology and resources work seamlessly together across complex orders and customer service processes.

- Sales & After-Sales Support:

- Serve as the primary point of contact for customers relating to order management, managing and resolving any issues efficiently across multiple service channels
- Align with multiple internal teams to deliver accurate reporting of sales data
- Manage accounts receivable overdue invoice collection process in alignment with finance team
- Lead the collection and analysis of customer feedback, and implement corrective actions based on customer feedback and root cause analysis, ensuring continuous improvement and seamless support.

- Regulatory Compliance:

- Manage the compliance of customer service activities with nuclear safety regulations, ensuring timely reporting of radionuclide deliveries to national authorities and adherence to GMP standards.
- Integrate regulatory compliance into customer service processes and systems across multiple territories.

- Customer Relations:

- Develop trusting, long-term customer relationships, coordinating efforts across teams to foster a unified approach to customer needs.
- Design and execute customer engagement programs such as surveys, interviews, and visits to monitor customer satisfaction and gather actionable insights, in collaboration with the Commercial team

Education And Experience

- Bachelor’s degree required.
- Proven track record of managing a customer service team in the radiopharmaceutical industry.
- Relevant experience with ERP and CRM systems (Salesforce preferred).
- Strong communication and interpersonal skills.
- Detail-oriented, with exceptional organizational skills.
- Fluency in English is mandatory, proficiency in an additional language (Japanese, Korean, French) would be an asset

- Familiarity with GMP standards, handling sensitive product shipments (especially radioactive ones),



and cross-functional collaboration are key.
- The role requires strong commercial leadership, a proactive approach to problem-solving, and an ability to manage customer relationships both pre- and post-sale.

Key Capabilities

- Commitment to excellence: Take pride in your work and consistently strive for excellence in everything you do
- Results-oriented: Driven to achieve goals and objectives, with a strong focus on delivering measurable results
- Creativity and innovation: Possess a willingness to think outside the box and come up with unique and creative solutions to challenges
- Strong communication skills: Able to communicate effectively with colleagues and stakeholders at all levels, using clear and concise language
- Collaboration: Work effectively as part of a team, actively sharing knowledge and expertise to achieve common goals
- Resilience: Demonstrate the ability to bounce back from setbacks and persevere in the face of challenges
- Inclusive mindset: Demonstrate an understanding and appreciation for diversity, and actively work to create an inclusive setting where everyone feels valued and respected
- Adaptability: Comfortable working in a dynamic environment, able to adjust to changing priorities, and willing to take on new challenges
- Ethical behavior: Act with integrity and demonstrate a commitment to ethical behavior in all interactions with colleagues and stakeholders
- Continuous learning: Show a commitment to ongoing learning and professional development, continually seeking out opportunities to expand your knowledge and skills

At Telix, we believe everyone counts, we strive to be extraordinary, and we pursue our goals with determination and integrity. You will be part of an engaged and supportive group of colleagues who all have a shared purpose: to help people with cancer and rare diseases live longer, better quality lives. Being a Telix employee means being a part of a unique, global, interdisciplinary team working to deliver what's next in precision medicine. We have hybrid and remote employees located all around the world. We offer competitive salaries, annual performance-based bonuses, an equity-based incentive program, generous vacation, paid wellness days and support for learning and development.

Telix Pharmaceuticals is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

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📌 Customer Service Manager (Australia)
🏢 Telix Pharmaceuticals
📍 Australia