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.

　　As we continue to grow as QuidelOrtho, we are seeking a Customer Service Lead responsible for leading a team who will be 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 and ensuring attention to compliance requirements. The Customer Service Lead role is customer-facing and is a direct representation of QuidelOrtho.

　　The Responsibilities

　　Supervise Customer Service team for Direct & Indirect Markets. Manage KPI's of Customer Service and follow up of the continuous improvement activities with the 3PL.

　　Creates, enters and manages customer orders (via phone/fax or e-channels) from internal and/or external customers. Responsible for front-line inquiry/service complaint management: Responds to all queries (e.g. order status, product information, stock availability, company policies, price quotes, requests for documentation, etc.,) from internal and/ or external customers to achieve resolution process for the customer, limiting the need for the customer to call back numerous times for the same issue. Thinks and communicates cross-functionally to investigate, research and resolve all exceptions and adjustments promptly and accurately including any necessary coordination with other Ortho Clinical Diagnostics departments and all required customer follow-up.

　　Project and Departmental Initiative Support. Ensure process improvements can be made to optimize Customer Satisfaction, by tracking complaints, seeking its root-causes, and connecting the dots, to ensure every cross-functional interaction and the implication each plays on driving optimized solutions.

　　Reporting and analysis of customer data and order management activities. Utilizes strategic thinking to implement process improvements to benefit the customer, the company and the department.Reporting and analysis of customer data and order management activities. Utilizes strategic thinking to implement process improvements to benefit the customer, the company and the department.

　　Perform other work-related duties as assigned.

　　The Individual

　　BA Degree in Business, or related field, MBA preferred.

　　3 years' experience in customer-facing role.

　　Candidates must have the following:

　　Curiosity, critical thinking and the passion to drive improvements.

　　Ability to multi-task and manage multiple conflicting priorities.

　　Ability to maintain composure through stressful situations.

　　Proficient in Microsoft Office applications.

　　Proficient in SAP.

　　Excellent written and oral communication skills required.

　　English and Spanish fluently.

　　Equal employment opportunities for all employees. We fulfills this commitment through a variety of measures including internal & external posting of job openings, hiring, training & promoting individuals without regard to race, color, religion, sex, pregnancy, national origin, ancestry, citizenship, veteran status, disability, medical condition, marital or domestic partner status, sexual orientation, gender identity, age,or any other considerations made unlawful by federal,state or local law