Customer Service Specialist

The Opportunity

Quidel Ortho 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.

As Quidel Ortho 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 Quidel Ortho 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 Quidel Ortho.

• 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 Quidel Ortho 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 Quidel Ortho Leadership Attributes.
• Supports execution of marketing programs developed by Quidel Ortho.
• Perform other work‑related duties as assigned.

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.

Internal

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

External

• External Customers
• Distributors

Typical office environment

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 Quidel Ortho, 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 $38,000 to $40,000 and is eligible for the Global Bonus Plan.…