International Customer Service Specialist

2 months ago

Athens, United States Quidel Corporation Full time

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**International Customer Service Specialist**

Athens, OH / Customer Service / Full time Quidels mission is to provide patients with immediate and frequent access to highly accurate, affordable testing for the good of our families, our communities and the world. We are a leading manufacturer of point of care diagnostic solutions. Quidels comprehensive product portfolio includes tests for a wide range of infectious diseases, cardiac and autoimmune biomarkers, as well as a host of products to detect COVID-19. Quidel pioneered the first FDA-cleared point-of-care test for influenza in 1999 and was the first to market a rapid SARS-CoV-2 antigen test in the U.S.

**SUMMARY OF POSITION:** Responsible for primarily handling international customer orders. Handles any special documentation necessary to complete those orders, organize and schedule distributor and customer shipments (coordinating with outside freight carriers as needed), manage customer files, develop and maintain follow-up system, respond to inquiries on products, and communicates with distributors and end-use customers regarding status on their orders and accounts. Works with the International Sales Team and other cross functional departments as needed to ensure customer and country requirements are met. May also work with customs agencies as necessary to ensure timely delivery and receipt of products. Will direct customer inquiries to appropriate personnel when unable to answer inquiries. Coordinate all international-related responsibilities including annual documentation, may be involved in process improvement teams, and responsible for overall customer satisfaction. Provide Customer Service support for International Sales and Marketing teams. + Enter orders from e-mail and fax.

+ Answer phones, emails and faxes regarding matters from worldwide distributors, end use customers, distributor sales reps, inquiries for general product information, Quidel sales personnel, and internal customers.

+ Responsible for handling any documentation required for shipment to our international customers, includes for example: obtaining Animals Certificates from USDA, completing customs forms, etc.

+ Schedule shipments with shipping (including 3rd party freight carriers), Planning and Purchasing, Research customer inquiries such as proof of deliveries, miss-shipments, providing future shipment dates, etc. Monitors shipments to ensure product arrives without delay. Works with customs agencies as needed to expedite clearance.

+ Review account status with Finance.

+ Responsible for providing international shipping reports to International managers on a weekly basis.

+ Take the lead on instrument upgrades with our international customers.

+ Assists internal customers with outgoing and incoming international shipments as needed.

+ Carry out duties in compliance with established business policies.

+ Orders office supplies.

+ Input customer credits.

+ Works under supervision of the Supervisor, International Customer Service & Quotes following established procedures for position.

+ Identifies and solves moderately complex problems independently.

+ Resolves customer related issues directly or by coordinating the efforts of others.

+ Recognizes recurring issues and takes action toward resolution of these issues.

**EDUCATION & EXPERIENCE**

+ High School diploma or equivalent.

+ 6+ years of related experience or B.S./B.A. Liberal Arts plus.

+ Multi-lingual (French & Spanish) preferred but not required.

**KNOWLEDGE & SKILLS**

+ Excellent telephone skills & manner.

+ Excellent organizational skills.

+ Strong computer skills.

+ Good understanding of accounting principles.

+ Excellent understanding of shipping process.

+ Initiative.

+ Excellent interpersonal skills.

+ Experience with letters of credit.

+ Logistics specialist for international shipments.

+ Good documentation skills.

+ Excellent attention to detail.

Before you apply, please make sure you share Quidel s values. We pride ourselves on keeping these values in mind every day as we execute on goals and plan for the future. We are seeking employees who share the same mindset and commitment to be **customer driven**, **focused on execution**, and **new product oriented**. We succeed by being **determined**, **optimistic team players**.

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