Cell Therapy Order Specialist (Horsham, Pennsylvania, USA)

At Kelly Services, we are raising the bar for customer experience in the pharmaceutical industry. Our Customer Service team supports medical professionals and treatment sites caring for cancer patients, with a strong commitment to delivering exceptional service experience.

The Cell Therapy Customer Logistics Specialist (CTOS) is a critical member of the CAR-T Customer Service team, responsible for delivering a seamless, compliant end-to-end therapy experience for treatment sites and patients. As the primary point of contact, CTOS ensures timely order execution, resolves complex issues, and proactively manages risks to support successful patient outcomes.

This position demands a service-oriented mindset, critical thinking, and the ability to drive operational improvements in a dynamic environment. It also offers the opportunity to own the CARVYKTI™ order placement and delivery experience, working closely with partners across supply chain, medical, finance, IT, patient services, treatment sites, and specialty distributors.

• Attractive hybrid work solution that offers the best of both worlds
• 3 days a week onsite, 2 days a week remote

• Medical, dental and vision benefits
• Opportunity to gain valuable experience.
• Enjoy a positive and supportive work environment.
• Paid training to ensure you have the skills & knowledge to succeed.

You will support assigned treatment sites by managing the end-to-end process of requesting, manufacturing, and delivering therapy. You will also assist with onboarding new sites. The team operates as a contact center from 8:00 AM to 8:00 PM, Monday through Friday, with 8.5-hour shifts within these hours.

• Order and Case Management
  . You’ll be the point person for a select number of treatment sites, fielding and/or responding to inquiries regarding the CARVYKTI™ ordering process and all associated logistics.
• Issue Resolution and Escalation Support
  . Many order management activities can be handled independently by the treatment site via our online portal. However, if additional assistance is needed to resolve a problem or address a special need, then you serve as their expert order management resource.
• Proactive Order Monitoring and Support
  . Proactively work with your assigned treatment sites to advise them of any concerns or issues that you discover as part of your routine monitoring of their treatment orders. Help the site resolve any order related problems that may arise.
• Cross-Functional Collaboration
  . While we strive for “one and done” handling of customer requests, given the complex nature of this product, some queries will require you to coordinate with other parties both inside and outside of the Janssen organization.
• Site Performance Monitoring & Continuous Improvement
  . Work with internal colleagues to monitor site performance and help find opportunities for operational improvements in the end-to-end order management journey (from enrollment to infusion) for CARVYKTI™.
• Site Onboarding and Certification Support. Assist new treatment sites who wish to offer CARVYKTI™ with onboarding onto the ordering platform, including but not limited to, establishing and maintaining account information for these sites in our order management system, and monitoring certification status.
• Customer Experience and Service Excellence
  . Act as the face of Janssen Oncology to assigned treatment sites to delivery high-touch, responsive and empathetic service experience. Maintain professionalism and composure in high-pressure situations to build strong and trusted relationships with sites.

Note:

This is not an extensive, comprehensive listing of job functions. May perform other duties as assigned.

You are empathetic and understanding, and passionate about delivering a great service experience that your customer will remember and want to tell others about. You welcome the challenge of working in a highly visible role where you can meaningfully impact the health and wellbeing of others. You are a motivated self-starter and quick study who approaches assignments with…