Customer Service Specialist I

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.

Customer Service Specialist I

The Role

As QuidelOrtho continues to grow, we are seeking a Customer Service Specialist. 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, labs, distributors, and commercial partners), 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 ensure that appropriate processes are followed, and level of service provided is exceptional.

The Customer Service Specialist role is customer-facing and is a direct representation of QuidelOrtho that plays a critical role in ensuring a seamless customer experience by managing complex order workflows, resolving inquiries, and supporting patient-impacting diagnostic testing. This position requires strong analytical thinking, cross-functional collaboration, and sound judgment to drive operational excellence and uphold QuidelOrtho' s commitment to service quality.

The Responsibilities

• Process and manage customer orders via multiple manual and electronic ordering channels through a sophisticated ERP system with a focus on accuracy and efficiency.
• Manage customer contact information, inquiries and complaints: Responds to all customer queries including order status, product information, stock availability, company policies, price quotes, requests for documentation, etc., Prioritize customer satisfaction and demonstrate a genuine commitment to delivering exceptional service
• Reviews and leverage reports across multiple systems. Enhances the customer experience through product and tool offerings at each customer interaction(i.e. eCommerce portal education, standardized ordering patterns, etc.)
• Analyze customer interaction data to identify trends, potential issues, and areas for process improvement
• Collaborates cross-functionally to investigate, research, and resolve exceptions and adjustments promptly and accurately, coordinating with other QuidelOrtho departments and external partners as necessary
• Adhere to daily schedule which includes scheduled lunch and breaks
• Additional duties may be required as determined by management.
• May be required to work holidays, weekends and Over-time

The Individual

Required:

• Education: High School Diploma required
• 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

Preferred:

• Associates or Bachelor's degree
• Experience: 1-3 years' experience in customer-facing role

The Key Working Relationships

Internal Partners:

• Supply Chain
• Field Sales
• Contracting
• Credit Management
• Technical Support

External Partners:

• External Customers
• Distributors

The Work Environment

No strenuous physical activity, though occasional light lifting of files and related materials is required. 30% of time in meetings, working with team, or talking on the phone, 70% of the time at the desk on computer, doing analytical work. Minimal travel required. Travel includes airplane, automobile travel and overnight hotel.

Salary Transparency

The salary range for this position considers 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 $45,000 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 the 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 recruiting@quidelortho.com.

#LI-LP1