Customer Service Specialist

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.

Customer Service Specialist

Our Customer Service Team

QuidelOrthoCQ (Care Quotient) is our commitment to delivering the best customer experience - combining IQ and EQ to provide care, empathy, and reliability at every step. From consulting and training to service and delivery, we ensure labs run smoothly so customers can focus on what matters most. Recognized as #1 in customer satisfaction since 2018, QuidelOrthoCQ delivers award-winning support, rapid remote service, and industry-leading system reliability.

This position isn't just a job - it's the start of a career path. You'll gain valuable experience working closely with our customers, building knowledge and skills that can position you for future opportunities within the company. We're looking for people who thrive on our team, collaborate intentionally and grow together. At QuidelOrtho you will focus on priorities, embrace continuous improvement, and commit to service. We believe it's essential to be open, authentic, and welcome diverse perspectives.

Powering a healthier for all starts with you. With passion to serve and drive to succeed, we are united in our mission, deeply committed to each other and accountable to the customers, patients and communities who put their trust in us in every way.

Our beautiful Rochester campus, complete with ponds, walking paths, and an on-site cafeteria, provides a welcoming and inspiring place to work - conveniently located near major highways and shopping. Here, you'll find the resources, learning opportunities, and supportive culture to grow both personally and professionally.

The Role

As QuidelOrtho continues to grow, we are seeking a Customer Service Specialist. This position is responsible for 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, labs, distributors, and commercial partners), 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 while maintaining compliance requirements.

This role will require efficient and accurate processing of all customer requests to ensure expectations are met. Specialists will be monitored to ensure that appropriate processes are followed, and level of service provided is exceptional.

The Customer Service Specialist role is customer-facing and is a direct representation of QuidelOrtho that plays a critical role in ensuring a seamless customer experience by managing complex order workflows, resolving inquiries, and supporting patient-impacting diagnostic testing. This position requires strong analytical thinking, cross-functional collaboration, and sound judgment to drive operational excellence and uphold QuidelOrtho' s commitment to service quality.

The Responsibilities

• Manage the end-to-end customer order lifecycle across multiple channels (phone, fax, email, e-commerce), ensuring accuracy, compliance, and timely fulfilment.
• Serve as the primary contact for customer inquiries and complaints, applying analytical problem-solving to deliver timely, closed-loop resolutions that reduce repeat contacts.
• Analyze reports and customer interaction data to identify trends, anticipate needs, and support proactive outreach that aligns with business priorities.
• Maintain and ensure integrity of customer account data in order management systems, enabling accurate transactions and reliable business insights.
• Collaborate cross-functionally with Supply Chain, Sales, Marketing, Technical Support and other internal partners to resolve order exceptions and implement preventive solutions.
• Monitor performance against individual metrics (e.g. productivity, order accuracy, call quality, response times) and recommend process enhancements to improve customer experience.
• Exercise sound judgment in time-sensitive, patient-impacting situations to balance risk, compliance, and service continuity for diagnostic testing
• Flexible scheduling based on business need, including non-traditional options within Monday through Saturday 7am-8:30pm EST.

The Individual

Required:

• Education: High School Diploma or equivalent required
• Ability to multi-task and manage multiple conflicting priorities
• Ability to maintain composure through stressful situations
• Proficient in Microsoft Office Applications
• Excellent written and oral communication skills required

Preferred:

• Associates or Bachelor's degree
• Experience: 1-3 years' experience in customer-facing role

The Key Working Relationships

Internal Partners:

• Supply Chain
• Field Sales
• Contracting
• Credit Management
• Technical Support

External Partners:

• External Customers
• Distributors

We believe in taking care of our team. Here's a look at some of the benefits and perks you'll enjoy as part of our company:

Health & Wellness

• Comprehensive Health Coverage: Get full medical, dental, and vision benefits starting on your very first day.
• Health Savings Account (HSA): Lower your healthcare costs with an HSA.
• Employee Assistance Program (EAP): We provide a confidential program that offers counselling, financial planning, legal assistance, and other resources to support your emotional health and well-being.
• Time Off: Recharge and relax with a generous vacation policy, starting at 3 weeks. We also offer sick days annually.

Financial Well-being

• 401(k) with Company Match: Start saving for your future right away with our 401(k) plan.
• Global Bonus Plan: Earn a bonus based on company performance.
• Annual Salary Review: Your hard work is recognized with an annual review of your salary.
• Employee Referral Program: We offer a cash award to employees who refer candidates we hire.

Professional Growth & Recognition

• Career Opportunities: We're committed to your professional development and offer numerous opportunities for growth.
• LinkedIn Learning: Expand your skills with full access to LinkedIn Learning.
• Employee Awards & Recognition: We celebrate our team's achievements through our awards program, which offers gift cards, bonuses, and colleague shout-outs.
• Award-Winning Culture: Join an award-winning company recognized for exceptional customer service and be part of an international, purpose-driven team.

The Work Environment

If the work environment is mainly typically in the lab/warehouse/production line, use verbiage like:

The work environment characteristics are representative of a manufacturing, laboratory, or warehouse environment and include handling of viral and bacterial hazards, potentially hazardous chemicals, as well as infectious or potentially infectious bodily fluids, tissues, and samples. Up to 75% of the time at a desk, standing or sitting for extended periods of time. Flexible work hours to meet project deadlines

No strenuous physical activity, though occasional light lifting of files and related materials is required. 100% of the time at the desk on the computer, doing analytical work and talking on the phone. Minimal travel required. Travel includes airplane, automobile travel and overnight hotel.

Salary Transparency

The salary range for this position considers 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 that facts and circumstances of each case. The salary range for this position is $40,000 to $50,000 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 accommodation 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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