Customer Service Specialist

**BWXT Medical Ltd. **_provides its customers, who conduct life-saving medical procedures for patients around the world, the benefit of decades of experience in the development, manufacturing, packaging and delivery of medical isotopes and radiopharmaceuticals. Headquartered in Kanata, Ontario, BWXT Medical Ltd. employs over 300 highly-skilled people in Kanata and Vancouver, British Columbia. BWXT Medical Ltd. is part of the BWXT nuclear power segment (NPG) of _**_BWX Technologies, Inc._**

We are seeking a Customer Service Specialist. This position can be based at either of our BWXT Medical locations: Vancouver, BC or in Ottawa/Kanata, ON.

**Customer Service Specialist**

This role is responsible for coordinating and providing the comprehensive sales support, including radiochemicals and radiopharmaceuticals, and customer support service for all medical isotope products
produced in Kanata and Vancouver. Activities include the entire range of the in-house sales function, including administration of major long-term contracts, liaising with multiple sites and operation groups
to meet customer needs.

**Job Structure and Communications**
- Reports to Manager Commercial Operations & Customer Service.
- This role is the key point of contact with the customer on all products issues. Communication skills are critical component to this role, and include negotiations with customers, diplomacy and

tact in dealing with problems, persuading and influencing change in operation, and exchange of complex technical information.
- Must be able to communicate effectively both written and verbal with external customers (typically, purchasing agents, production and QC professionals, doctors and researchers).
- Must be able to communicate effectively with internal employees of various levels in Production, Logistics, QC, Sales, Marketing, Regulatory Affairs, other internal departments in both Vancouver

and Kanata.

**Accountabilities**
- Handles specific accounts working closely with the Sales and Marketing
- Responses to customer inquiries
- Quotes on small lot and retail sales from approved price list
- Coordinates customer orders with Production and Logistics of either BWXT Medical sites (Kanata, Vancouver) to ensure that all aspects of the customers’ requirements can be met with respect to

product and delivery terms
- Handles last minute changes in schedule/allocations in emergency or shortage situations keeping both the customer and internal operation groups informed
- Receives, records and forwards customer complaints to the appropriate department and initiates corrective actions as required. Responds to customer complaints by initiating immediate action to

provide relief as well as take an active role in problem solving and timely closure
- Provides Sales and Marketing with sales trends and marketing information and other reports as needed
- Keeps Sales and Marketing informed about important customer and market changes.
- Is responsible for the account management in terms of defining needs, under general guidelines recommends pricing and negotiates final terms
- Administers contracts to optimize company profitability objectives as well as customer satisfaction objective; must manage customer expectation and balance customer needs with optimum utilization

of company resources. Daily interactions must reflect long-term strategies for the account.
- Coordinates with the relative internal department to provide customers with a broad level of technical support
- Develops long-term customer relationship and in-depth understanding of the customers’ operations utilizing interaction to create value and to obtain competitive and market information
- Participates in trade sales and customer visits
- Provides market feedback on pricing and product acceptance
- Is responsible for the accuracy of all order related information entered into the Oracle order management system, including pricing and delivery terms and develops controls to minimize order

entry error
- Assists in production inventory planning as required

**Hours of Work**:
Ottawa/Kanata: 11:00 AM - 7:00 PM (EST)

Vancouver: 08:00 AM - 4:00 PM (PST)
- May have to work extended hours in emergency situations
- Must be prepared to be on office duty on some holidays and be “on call” at home for emergencies

**Knowledge and Experience**
- Degree or Diploma in Business Administration, Science or equivalent business experience
- Detailed knowledge and understanding of company operations and SOP’s related to commercial and financial commitments and cGMP
- Excellent knowledge of isotope products and their technical aspects
- Working knowledge of the regulations that cover radioactive products as related to packaging, shipping, and safety
- Excellent communication skills, diplomacy and tact
- Driven to provide the highest level of customer service and satisfaction
- Calm and well organized to handle high volume and constant change
- Ability to respond quickly to emerg