Customer Service Specialist I

Quidel Corporation • Athens, OH • 2d ago

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.
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

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