Customer Service Analyst
Ortho Clinical Diagnostics
Localização do trabalho
Puerto Rico
Status de emprego
Tempo total
Detalhes sobre a oferta de trabalho
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 Analyst who will be responsible for providing superior, front-line customer service (both internal and external to our QuidelOrtho US Region Customers, in a professional and timely fashion. Key activities of this position include order creation and inquiry management for internal and external customers (hospitals, distributors, and Field Sales), and supporting customer relationships.
The Responsibilities
• Creates, enters, and manages customer orders (via phone 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, 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.
• Opens an interaction record for a new or existing claim (for all claim types) as part of the inquiry and service complaints process. Follows-up on open inquiries and escalates unresolved calls to appropriate subject matter experts based on SOP. Notifies appropriate parties (e.g., CSR’s, customers, Franchises, etc) of process, inquiry updates/changes or service requests as appropriate. Reviews order error and order hold reports and takes action based on need as instructed by SOP.
• Thinks and communicates cross-functionally to investigate, research and resolve all exceptions and adjustments promptly and accurately including any necessary coordination with other QuidelOrtho departments and all required customer follow-up.
• Perform other work-related duties as assigned.
The Individual
• Current pursuing University is Required. Associate 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.
• Customer Focus.
• 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
