Customer Service Specialist

1 week ago

Rochester, United States QuidelOrtho Full time
The Opportunity

QuidelOrtho unites the strengths of Quidel Corporation and Ortho Clinical Diagnostics, creating a world-leading in vitro diagnostics company with award-winning expertise in immunoassay and molecular testing, clinical chemistry and transfusion medicine. We are more than 6,000 strong and do business in over 130 countries, providing answers with fast, accurate and consistent testing where and when they are needed most - home to hospital, lab to clinic.

Our culture puts our team members first and prioritizes actions that support happiness, inspiration and engagement. We strive to build meaningful connections with each other as we believe that employee happiness and business success are linked. Join us in our mission to transform the power of diagnostics into a healthier future for all.

The Role

As QuidelOrtho continues to grow, we are seeking a Customer Service Specialist 1. This position is responsible for providing superior, front-line customer service (both internal and external) to our QuidelOrtho Customers, in a professional and timely fashion. The key activities include order creation and inquiry management for internal and external customers (hospitals, distributors, and Field Sales), and supporting customer relationships. All interactions with our customers are to be handled in a professional, helpful and timely fashion to ensure the highest level of customer satisfaction while maintaining compliance requirements.

This role will require efficient and accurate processing of all customer requests to ensure expectations are met. Specialists will be monitored to validate that appropriate processes are followed, and level of service provided is exceptional.

The Customer Service Specialist I role is customer-facing and is a direct representation of QuidelOrtho.

The Responsibilities

  • Creates, enters, and manages customer orders (via phone/fax/email or E-channels)

  • Responsible for front-line inquiry and complaint management: Responds to all queries (e.g. order status, product information, stock availability, company policies, price quotes, requests for documentation, etc.,) to achieve a ‘closed-loop‘ resolution process, which limits the need for customers to reach out multiple times.

  • Reviews reports in Excel, responds to voicemail, engages in call out activities, and other requests as demanded by business needs.

  • Updates and maintains customer account and contact information in order management system as appropriate.

  • Thinks and communicates cross-functionally to investigate, research and resolve all exceptions and adjustments promptly and accurately including any necessary coordination with other QuidelOrtho departments.

  • Perform job duties in a way that meets or exceeds individual performance metrics established by the Customer Service organization in support of exceptional customer experience (e.g. call quality, order accuracy, Telephony and Written Excellence) and exemplifies the QuidelOrtho Leadership Attributes.

  • Supports execution of marketing programs developed by QuidelOrtho.

  • Perform other work-related duties as assigned.

The Individual

Required:

  • Education: High School Diploma required

  • Experience: 1-3 years‘ experience in customer-facing role

  • Ability to Multi-task and manage multiple conflicting priorities.

  • Ability to maintain composure through stressful situations.

  • Proficient in Microsoft Office Applications

  • Excellent written and oral communication skills required.

Key Working Relationships:

Internal

  • Supply Chain

  • Field Sales

  • Contracting

  • Credit Management

  • Technical Support

External

  • External Customers

  • Distributors

The Work Environment

Typical office environment

Salary Transparency

The salary range for this position takes into account a wide range of factors including education, experience, knowledge, skills, geography, and abilities of the candidate, in addition to internal equity and alignment with market data. At QuidelOrtho, it is not typical for an individual to be hired at or near the top range for their role and compensation decisions are dependent on that facts and circumstances of each case. The salary range for this position is $40,000 to $50,000 and is eligible for the Global Bonus Plan. QuidelOrtho offers a comprehensive benefits package including medical, dental, vision, life, and disability insurance, along with a 401(k) plan, employee assistance program, Employee Stock Purchase Plan, paid time off (including sick time) and paid Holidays. All benefits are non-contractual, and QuidelOrtho may amend, terminate, or enhance the benefits provided, as it deems appropriate.

Equal Opportunity

QuidelOrtho believes in Equal Opportunity for all and is committed to ensuring all individuals, including individuals with disabilities, have an opportunity to apply for those positions that they are interested in and qualify for without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. QuidelOrtho is also committed to providing reasonable accommodations to qualified individuals so that an individual can perform their duties. If you are interested in applying for an employment opportunity and require special assistance or an accommodation to apply due to a disability, please contact us at

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