Analyst, Customer Experience

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Job Description
Join Takeda as a Customer Experience Analyst, where you will collaborate within a highly visible and dynamic team environment to deliver exceptional Customer Service across all interactions. You will engage with customers and medical professionals, understanding their unique requirements, and providing friendly, knowledgeable assistance. You will also manage interactions with hospitals, physician offices, infusion clinics, and partners to facilitate access to Takeda products for patients and customers. As part of the Patient and Market Access Customer Experience and Trade Operations team, you will support the order fulfillment process including placement, status updates, resolution of discrepancies, and reporting for US-based customers.
How you will contribute:

• Liaise with specialty pharmacies, healthcare professionals, and other stakeholders to oversee all stages of the purchasing process through phone and email communication.
• Perform meticulous data entry ensuring accuracy and attention to detail.
• Initiate new cases, input relevant information, attach necessary documentation, and communicate updates to relevant parties.
• Manage outgoing correspondence and follow up on missing information for orders and cases.
• Maintain comprehensive case history for assigned customers in the CRM system, ensuring accurate data capture.
• Report and file Adverse Events (AEs) and Product Quality Complaints (PQCs) following standard procedures.
• Resolve credit and debit issues, collaborating with AR, Credit, and field Regional Business Managers to manage orders effectively.
• Handle incoming calls professionally, addressing inquiries, and resolving customer concerns.
• Provide backup support for colleagues and cover After Hours support as needed.
• Monitor inventory levels of Takeda products.
• Lead or assist in various projects and initiatives.
• Attend Takeda Patient and Market Access meetings when required.

Minimum Requirements/Qualifications:

• BA/BS in the life sciences or communications preferred
• 3 plus years of prior customer facing, or customer service experience required
• 3 -5 years of prior case management experience preferred
• Healthcare experience in a hospital, health system, or pharmaceutical industry preferred
• Customer triaging and problem-solving experience preferred
• SAP & Salesforce Experience preferred

At Takeda, we are transforming patient care through the development of novel specialty pharmaceuticals and best- in -class patient support programs. Takeda is a patient-focused company that will inspire and empower you to grow through life-changing work.
Certified as a Global Top Employer, Takeda offers stimulating careers, encourages innovation, and strives for excellence in everything we do. We foster an inclusive, collaborative workplace, in which our teams are united by an unwavering commitment to deliver Better Health and a Brighter Future to people around the world.
This position is currently classified as "remote" in accordance with Takeda's Hybrid and Remote Work policy.
Takeda Compensation and Benefits Summary
We understand compensation is an important factor as you consider the next step in your career. We are committed to equitable pay for all employees, and we strive to be more transparent with our pay practices.
For Location:
USA - MA - Virtual
U.S. Base Salary Range:
$67,900.00 - $106,700.00
The estimated salary range reflects an anticipated range for this position. The actual base salary offered may depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job. The actual base salary offered will be in accordance with state or local minimum wage requirements for the job location.
U.S. based employees may be eligible for short-term and/ or long-term incentives. U.S. based employees may be eligible to participate in medical, dental, vision insurance, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, a tuition reimbursement program, paid volunteer time off, company holidays, and well-being benefits, among others. U.S. based employees are also eligible to receive, per calendar year, up to 80 hours of sick time, and new hires are eligible to accrue up to 120 hours of paid vacation.
EEO Statement
Takeda is proud in its commitment to creating a diverse workforce and providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, parental status, national origin, age, disability, citizenship status, genetic information or characteristics, marital status, status as a Vietnam era veteran, special disabled veteran, or other protected veteran in accordance with applicable federal, state and local laws, and any other characteristic protected by law.
Locations
USA - MA - Virtual
Worker Type
Employee
Worker Sub-Type
Regular
Time Type
Full time
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