Coordinator 1, Customer Service

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.

Coordinator 1, Customer Service

The Role

As we continue to grow as QuidelOrtho, we are seeking an individual in our Rochester, NY location to fill the role of Coordinator 1, Customer Service. In this role, you will manage customer orders and inquiries through various channels, utilizing an ERP system while prioritizing accuracy and efficiency. The position focuses on enhancing customer satisfaction by addressing queries, analyzing data for process improvement, and collaborating cross-functionally to resolve issues. Daily tasks include adhering to a schedule and performing assigned duties.

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
• Perform other work-related duties as assigned

*May be required to work holidays, weekends and Over-time

*Required in North America

The Individual

Required:

• High School Diploma required
• 1 - 3 years in a customer facing role
• Strong ability to multi-task and manage competing priorities
• Skilled at handling pressure with professionalism and poise
• Proficient in Microsoft Office applications

Preferred:

• Excellent communication skills, both written and verbal.
• Strong proficiency in Microsoft Office Suite, particularly Excel.
• Ability to manage multiple tasks and prioritize effectively.
• Experience in customer service or related field preferred.
• Detail-oriented with a commitment to accuracy and quality service delivery.

The Key Working Relationships

Internal Partners:

• Regularly collaborates with Supply Chain, Field Sales, Contracting, Credit Management, and Technical Support to address customer needs and resolve issues.

External Partners:

• Engages daily with external customers, distributors, and strategic partners.

The Work Environment

No strenuous physical activity, though occasional light lifting of files and related materials is required.

Physical Demands

• Sitting, Repetitive movement of hands, light grasping, talking, close visual acuity, intermediate visual acuity.

Salary Transparency

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 QuidelOrtho, 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 the facts and circumstances of each case. The salary range for this position is $40,000 to $45,000 and is eligible for the Global Bonus Plan. QuidelOrtho offers a comprehensive benefits package including medical, dental, vision, life, and disability insurance, along with a 401(k) plan, employee assistance program, Employee Stock Purchase Plan, paid time off (including sick time), and paid Holidays. All benefits are non-contractual, and QuidelOrtho may amend, terminate, or enhance the benefits provided, as it deems appropriate.

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 recruiting@quidelortho.com.

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