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 Analyst to join our Panama team. This role is critical in capturing, analyzing, understanding and representing the needs, and preferences of QuidelOrtho customers.
The Responsibilities
Receive, create, enter and manage QuidelOrtho customer orders (external and internal).
Manage all pre and post sales processes, provide all pertinent information to the customers in a due time (e.g. order status, product information, stock availability, company policies, price quotes, requests for documentation, etc.).
Support the Sales Representatives with reports and accurate data.
Keep high level of customer satisfaction.
Contact point with the 3PL, customers and sales representatives in order to solve promptly any situation regarding product delivery and/or information of order status.
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.
Manage KPI’s of Customer Service and follow up of the continuous improvement activities with the 3PL.
Perform other work-related duties as assigned.
The Individual
BS/BA Degree in Business, or related field.
3 years of experience in customer-facing role.
Customer oriented.
Knowledge of sales best practices.
Generate reports and KPIs.
Teamwork.
Ability to multi-task and manage multiple conflicting priorities.
Ability to maintain composure through stressful situations.
Organizational skills.
Proficient in Microsoft Office Applications.
Proficient in SAP.
Excellent written and oral communication skills required.
Curiosity, critical thinking and the passion to drive improvements.
Intermediate English knowledge.
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