Customer Care Lead

Pennsylvania, US

ANGLE is a world-leading liquid biopsy company with offices in Guildford (UK), Toronto (Canada) and Philadelphia (US). ANGLE’s proven patent protected liquid biopsy platform products have the potential to be used in cancer diagnostics to enable early, accurate identification of an individual’s condition for the prevention, treatment, and monitoring of disease.

Cancer is a leading cause of death worldwide, accounting for nearly 10 million deaths in 2020*. ANGLE’s liquid biopsy technologies have the potential to help clinicians select the most appropriate drugs and therapies for an individual patient. As such, our technologies support the development of Precision Medicine.

In 2021 we opened GCLP compliant clinical laboratories in Guildford (UK) and Philadelphia (USA) to provide “pharma services” for cancer drug trials and, once the labs are accredited, laboratory developed tests (LDTs) for patient management. The pharma services business offers dynamic analysis of patient condition before, during and after the patient receives the drug, assessing both CTCs and CTC clusters recovered from a simple blood test. We are also pursuing an FDA product clearance for the Parsortix system and have submitted a full De Novo submission, which is currently in substantive review with FDA.

*IARC, WHO Cancer (who.int)

This is an exciting time at ANGLE and our research and development facilities in Philadelphia, Pennsylvania, US are looking for a Customer Care Lead specialising in supporting customer needs in a scientific environment.

The Customer Care Lead is an important position, and the initial point of contact for customer enquiries and provides initial triage and troubleshooting of the customer’s needs, including processing and coordinating fulfilment of customer orders and requesting of any required virtual or onsite support. The role also has responsibility to support the establishment and operation of ANGLE sponsored Clinical Studies and other clinical investigations supported by ANGLE.

Principal Accountabilities:

  • Provide point of contact during working hours for inbound customer inquiries via telephone and email
  • Provide initial triaging of customer requests and issues
  • Provide support to the dispatch and documentation of customer service calls
  • Prepare customer quotations
  • Logistics Lead for all shipments from USA and main point of contact for shipments to USA from research partners, customers and other ANGLE sites in North America
  • Manage, replenish and perform stock counts of ANGLE inventory
  • Maintain ANGLE operational and quality systems (currently Zoho) in according with SOPs & Quality Manual
  • Generate regular internal and customer reports from ANGLE Clinical Laboratory LIMS system data in accordance with commercial and quality system requirements
  • Support Clinical Studies via collation of Site File Binders, construct study specific collection kits, ship kits and supplies to sites, order supplies, put together purchase orders, etc.
  • Support internal audits of quality processes
  • Support the Company vigilance system by ensuring supply and location of all deployed equipment and consumables are appropriately and accurately recorded
  • Perform such other duties and responsibilities that are consistent with the role of a Customer
  • Care Lead or as may be assigned from time to time

Qualifications, Experience, Knowledge and Attributes:

  • Bachelor’s Degree in Medical Laboratory Technology, Molecular or Cell Biology, or related science field
  • 1-3 years related experience working in a lead customer care or sales support role
  • Experience in the medical devices or IVD field highly desirable
  • Working knowledge of appropriate regulatory requirements (e.g. ISO13485, CLIA, OSHA, HAZCOM, cGLP or cGMP)
  • Proficiency in Microsoft Office (Excel, Word, PowerPoint)
  • Strong scientific/technical aptitude
  • High degree of attention to detail with good visual inspection skills combined with tolerance for repetitive work
  • Maintains an infallible degree of discretion, integrity, and confidentiality
  • Ability to recognize and respond to unexpected opportunities or risks
  • Exemplary customer service and interpersonal skills
  • Exceptional organizational and time management skills
  • Demonstrated commitment to quality of process and product
  • Strong verbal and written communication skills
  • Ability to multitask and prioritize to meet deadlines
  • Ability to work both independently with minimal supervision as well as in a team environment
  • Commitment to the generation and maintenance of high-quality data
  • Continuous learner with a keen appetite for cross-disciplinary work
  • A flexible, can-do approach to the requirements of the job
  • Entrepreneurial thinking and work ethic

Join our Team

At ANGLE North America Inc. we are committed to maintaining and developing a qualified workforce that reflects the diverse population it serves, and we welcome applications from all qualified individuals. We value diversity and we do not discriminate on the basis of race, religion, color, sex, age, non- disqualifying physical or mental disability, national origin, sexual orientation, gender identity or expression, or any other basis covered by local law. We are also committed to preventing and removing barriers to employment for people with disabilities, and we invite you to inform us should you have any accessibility or accommodation needs.

Important notice to Employment Businesses/ Agencies
ANGLE does not accept referrals from employment businesses and/or employment agencies in respect of the vacancies posted on this site. All employment businesses/agencies are required to contact our ANGLE recruitment team to obtain prior written authorisation before referring any candidates. In the absence of such written authorisation being obtained any actions undertaken by the employment business/agency shall be deemed to have been performed without the consent or contractual agreement of ANGLE. ANGLE shall therefore not be liable for any fees arising from such actions or any fees arising from any referrals by employment businesses/agencies in respect of the vacancies posted on this site.

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