Customer Service Specialist 2- Bilingual (French)

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 we continue to grow as QuidelOrtho, we are seeking a Customer Service Specialist 2 candidate to join the Customer Service team supporting Canada. This role has direct interaction with our external customers (hospital, distributor) and internal customers (field sales) on a daily basis. 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. ***Required to follow Canadian Holiday Schedule***

The Responsibilities

• Creates, enters and manages customer orders (via phone/fax or e-channels) from internal and/or external customers.
• Must be fluent in English and French, both written and verbal
• Responsible for front-line inquiry/service complaint management.
• Responds to all queries (e.g. order status, product information, stock availability, company policies, price quotes, claims, returns authorization processing (RGA), requests for documentation, etc.,) from internal and/ or external customers to achieve a "close-loop" resolution process for the customer, limiting the need for the customer to call back numerous times for the same issue. All work done in compliance to department SOPs and SOX.
• Notifies appropriate parties (e.g., CSR's, customers, Franchises, etc) of process, inquiry updates/changes or service requests as appropriate.
• Follows-up on open inquiries and escalates unresolved calls to appropriate subject matter experts based on SOP.
• Opens an interaction record for a new or existing claim (for all claim types) as part of the inquiry and service complaints process
• Reviews order error and order hold reports and takes action based on need as instructed by SOP
• Supports execution of marketing programs developed by Ortho Clinical Diagnostics
• Conducts recall activities as appropriate
• Updates customer information in order management system as appropriate
• Conduct UAT testing as needed.
• Adheres to quality controls process and service quality guidelines.
• 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.
• 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. not-ready time, call quality, schedule adherence) and exemplifies the Ortho Clinical Diagnostics Competency model.
• Remain current with and apply internal and operating companies' policies & procedures.
• Contribute to and promote harmony, growth and teamwork within the Customer Service organization.
• Perform other work-related duties as assigned.

The Individual

Required:

• Minimum of high school degree/GED equivalent or 4 years equivalent experience required
• Must be fluent in English and French, both written and verbal
• Communications skills (Collaboration & Teaming): effectively uses listening, verbal and written skills to share information and achieve business results in a respectful and professional manner
• Customer Focus (Results and Performance Driven): understands the needs and expectations of internal and external customers, effectively manages customer requests and complaints, ensuring customer satisfaction, responding promptly and in a positive manner
• Problem Solving (Sense of Urgency, Intellectual Curiosity, and Prudent Risk Taking): Identifies problems and issues; recommends and implements appropriate solutions. Follows up to assure positive results
• Planning and Organization (Big Picture Orientation with Attention to Detail): Assumes personal ownership and accountability; prioritizes work appropriately and effectively manages time. Uses available resources and organizes work to ensure commitments are priorities are met. Demonstrates appropriate balance of schedule adherence, quality, effectiveness and customer service
• Teamwork (Collaboration & Teaming): Builds professional relationships across functions and sites with internal and external partners and collaborates to achieve shared goals.
• Business Acumen (Results and Performance Driven): Understands analyses, applies and interprets business information appropriately to the Customer Service process; demonstrates an understanding of the organizational structure, its processes, procedures and products to support the customer service organization
• Flexibility and Innovation (Self-Awareness & Adaptability and Prudent Risk Taking): adapts to change and identifies innovative ways to enhance the way work is done
• Information and Technology (Intellectual Curiosity): Effectively uses job related information technology and tools to achieve results; thorough working knowledge to utilize the appropriate systems to achieve business requirements
• Knowledge of Customer Service standards, Operating Company specific products, policies and procedures and all department SOP's
• Travel: Ability to travel up to 5% domestically.

Preferred:

• Associates or Bachelor's degree is preferred
• Preferred minimum of 2 years of experience, preferably in a fast-paced, complex Customer Service environment, i.e., Accounts Receivable and/or Collections.
• Research/comprehension skills/claims

The Key Working Relationships

Internal: Frequent interactions with the following organizations to meet customer needs and investigate issues: Supply Chain, Field Sales, Contracting, Credit Management, Technical Support.

External: Direct daily interactions with external customers, distributors and strategic partners

The Work Environment

Typical office environment.

Must be able to lift up to 30 lbs.

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 [email protected]

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