Ortho Clinical Diagnostics
Customer Service Specialist III
Ortho Clinical Diagnostics, Rochester, New York, United States
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 QuidelOrtho continues to grow, we are seeking a Customer Service Specialist III. The Customer Service Specialist (CSS) III serves as a senior specialist within the customer support organization. This role not only supports the day-to-day customer needs, but incorporates advanced problem‑solving, data interpretation, cross‑functional leadership, and the ability to drive operational results with minimal oversight. The CSS III acts as a subject matter expert, trusted liaison across teams, and a developing backup for leadership when needed. This position provides direct support to the North America Field Sales Organization and delivers high‑touch, "white glove" support to designated vulnerable or strategic accounts.
The Customer Service Specialist III role is customer‑facing and is a direct representation of QuidelOrtho.
The Responsibilities
Manage the end‑to‑end customer order lifecycle across multiple channels (phone, fax, email, e‑commerce) ensuring accuracy, compliance, and timely fulfillment
Exercise sound judgement in time‑sensitive, patient‑impacting situations to balance risk, compliance, and service continuity for diagnostic testing
Serve as primary contact for customer inquiries and complaints, applying analytical problem‑solving and critical thinking to deliver timely, closed‑loop resolutions that reduce repeat requests
Serve as primary point of contact for the North America Field Sales organization within specified geographical region, providing proactive, timely and accurate support for order practices, program requirements, and escalations
Deliver white‑glove support to vulnerable, strategic, or high‑impact accounts; ensure issues are resolved with urgency, ownership, and proactive communication.
Provide mentorship and training to new and existing team members
Perform other work‑related duties as assigned.
This position is not currently eligible for visa sponsorship
The Individual Required:
Education:
High School Diploma required
Experience:
3-5 years’ experience in customer service, contracting, operations, or a related field
Demonstrated ability to compile/analyze data and communicate insights effectively
Strong interpersonal skills with the ability to influence without authority
Excellent written and verbal communication skills, including executive‑level communication
Strong organizational skills and ability to manage multiple high‑priority tasks simultaneously
Ability to navigate multiple complex tools and systems proficiently
Preferred:
BS/BA degree in business or related field preferred
Key Working Relationships Internal
NA Field Sales Organization
Contracting & Pricing Teams
Senior Leadership
Customer Service Leadership Team
Warehouse teams
External
White Glove & Strategic Customers and Accounts
Distributor partners
3rd Party logistics providers
The Work Environment Typical office environment
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 that facts and circumstances of each case. The salary range for this position is $45,000 to $53,000 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 their 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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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 QuidelOrtho continues to grow, we are seeking a Customer Service Specialist III. The Customer Service Specialist (CSS) III serves as a senior specialist within the customer support organization. This role not only supports the day-to-day customer needs, but incorporates advanced problem‑solving, data interpretation, cross‑functional leadership, and the ability to drive operational results with minimal oversight. The CSS III acts as a subject matter expert, trusted liaison across teams, and a developing backup for leadership when needed. This position provides direct support to the North America Field Sales Organization and delivers high‑touch, "white glove" support to designated vulnerable or strategic accounts.
The Customer Service Specialist III role is customer‑facing and is a direct representation of QuidelOrtho.
The Responsibilities
Manage the end‑to‑end customer order lifecycle across multiple channels (phone, fax, email, e‑commerce) ensuring accuracy, compliance, and timely fulfillment
Exercise sound judgement in time‑sensitive, patient‑impacting situations to balance risk, compliance, and service continuity for diagnostic testing
Serve as primary contact for customer inquiries and complaints, applying analytical problem‑solving and critical thinking to deliver timely, closed‑loop resolutions that reduce repeat requests
Serve as primary point of contact for the North America Field Sales organization within specified geographical region, providing proactive, timely and accurate support for order practices, program requirements, and escalations
Deliver white‑glove support to vulnerable, strategic, or high‑impact accounts; ensure issues are resolved with urgency, ownership, and proactive communication.
Provide mentorship and training to new and existing team members
Perform other work‑related duties as assigned.
This position is not currently eligible for visa sponsorship
The Individual Required:
Education:
High School Diploma required
Experience:
3-5 years’ experience in customer service, contracting, operations, or a related field
Demonstrated ability to compile/analyze data and communicate insights effectively
Strong interpersonal skills with the ability to influence without authority
Excellent written and verbal communication skills, including executive‑level communication
Strong organizational skills and ability to manage multiple high‑priority tasks simultaneously
Ability to navigate multiple complex tools and systems proficiently
Preferred:
BS/BA degree in business or related field preferred
Key Working Relationships Internal
NA Field Sales Organization
Contracting & Pricing Teams
Senior Leadership
Customer Service Leadership Team
Warehouse teams
External
White Glove & Strategic Customers and Accounts
Distributor partners
3rd Party logistics providers
The Work Environment Typical office environment
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 that facts and circumstances of each case. The salary range for this position is $45,000 to $53,000 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 their 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
#LI-AC1
#J-18808-Ljbffr