Client Services

Company Description

Guardant Health AMEA is a leading precision oncology company focused on helping conquer cancer through use of its proprietary blood tests, vast data sets and advanced analytics. Its Guardant Health Oncology Platform is designed to leverage its capabilities in technology, clinical development, regulatory and reimbursement to drive commercial adoption, improve patient clinical outcomes and lower healthcare costs.

Job Description

In this role, you will work for our dynamic AMEA Team and collaborate closely with our US lab as well as our distributors in the region. We expect you to be an exceptional team member who will go that extra mile for patient care and help resolve urgent and time-critical issues. You should be able to personally engage customers in a positive and friendly manner to resolve issues and deliver the best possible customer experience. You will be reporting to the AMEA Client Services Manager.

Job Responsibilities:
2. Handle a variety of inquiries, including questions about our technology, products and services, status of test results etc.

3. Direct enquiries internally to the appropriate departments (e.g. medical, finance, commercial, marketing, etc.)

4. Keeping precise and clear documentation of all communications and follow up activities

5. Follow up with channel partners and other related stakeholders to obtain missing information required to complete the order entry process

6. Send/re-send patient reports as requested by the customers

7. Assist with logistics/operations set-up for our commercial business and clinical trials

8. Order and/ or facilitate the supply of kits and manage replenishment of kit inventory based on demand, for our teams in different markets.

9. Understand accessioning, block returns, pathology and laboratory operations protocols as set by the lab.

10. Develop process improvements related to case tracking, while keeping focus on both quality and turn-around time (TAT) and flag any delays to respective teams.

11. Adhere to Standard Operating Procedures (SOP’s) pertaining to various activities in the workflow.

12. Maximize our systems and tools to make the Client Service experience as positive and seamless and as possible.

13. Participate in projects that extend beyond your day to day to stretch to help build a world class Client Service organization.

Qualifications

1. Bachelor’s degree or equivalent in Life Sciences. Knowledge of Genetics and/ or Oncology is a plus.

2. Minimum 2-years’ experience working in a client services role

3. Experience of working with a healthcare/ biotech company preferred

4. Experience of handling operations and logistics with knowledge of general supply chain and/ or inventory planning preferred

5. **Experience of handling logistics related to tumor tissue blocks preferred**

6. Competent in Microsoft Office, Excel and Salesforce.

7. Have excellent written and verbal communication skills

8. Team player who is known for the ability and willingness to collaborate with a team comprised of internal employees, contractors, and managers

9. Able to multitask and take on various projects, working with self-discipline, good judgment, and independence in a dynamic office setting

10. Ability to adapt to changing procedures, policies, and work environment

11. Flexibility with respect to working hours based on operational needs

12. Proficient in speaking, reading and writing English

13. Problem-solving attitude and exercise critical thinking

Additional Information

Guardant Health AMEA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

All your information will be kept confidential according to EEO guidelines.

**If you think you are**:

- Drive for results
- Dealing with Ambiguity
- Customer focus
- Informing
- Peer Relationships
- Intellectual horsepower
- Functional/Technical