Posted: Saturday, September 2, 2017 7:22 AM
The Company: Ortho Clinical Diagnostics (Ortho) is a global leader of in vitro diagnostics. Ortho serves two primary industries in the medical field: clinical laboratories, by producing platforms and assays that test for a variety of diseases, conditions, and substances; and immunohematology, by providing the means to ensure blood transfusion recipients receive appropriate and compatible blood.With a history of more than 75 years, Ortho is a pioneer in life-impacting advances in diagnostics. Worldwide across hospitals, hospital networks, blood banks and labs, Ortho's high-quality products and services enable health care professionals to make better-informed treatment decisions. Headquartered in Raritan, NJ, Ortho Clinical Diagnostics has appoximately 4,300 employees serving customers in more than 120 countries.Ortho is recruiting and retaining the best and brightest around the world. People who are performance driven, want to make a difference and who help Ortho grow their leadership position in a changing marketplace. The power to reimagine starts with empowered people, who are empowered to grow and given the chance to succeed in ways they hadn't thought possible before.Ortho's purpose is simple: to improve and save lives with diagnostics. They do that by reimagining what's possible. It's what defines them. It's the Ortho difference.Ortho is an independent company, sponsored by The Carlyle Group, one of the world's largest and most successful investment firms. The company's executive leadership team has extensive diagnostic experience and a strong heritage of driving market change and innovation. Ortho is a strong brand with solid positions in attractive, growing segments and regions. The Career Potential: Ortho Clinical Diagnostics is committed to improving and saving lives with diagnostics. To do this we hire people who share this dream and are ready for new adventures. As a valued team member, you will carve your own career path and be part of building this company stronger and better than ever before. There is no limit to the experiences, opportunities and new directions you will have access to here at Ortho Clinical Diagnostics. More importantly, you will be driving the surge of a whole new direction in important medicine. That's something we can all take pride in as we take this journey together. The Opportunity: Ortho-Clinical Diagnostics is recruiting for a Bilingual Customer Service Specialist 1 (Canadian French/English) for our Ortho Care group to provide front line customer service to Ortho Clinical Diagnostics. The key activities include order management for internal and external customers (hospitals, distributors, and Field Sales), and supporting customer relationships. This position will be located in Rochester, NY.Recent College Graduates welcome to apply! The Responsibilities: This role has direct interaction with our external customers (hospital, distributor) and internal customers (field sales) on a daily basis. All interactions with our customers are to be handled in a professional, helpful and timely fashion to ensure the highest level of customer satisfaction and ensuring attention to compliance requirements. Daily activities include:Creates, enters and manages customer orders (via phone/fax or e-channels) from internal and/or external customers.Responsiblility for front-line inquiry/service complaint managementResponds to all queries (eg order status, product information, stock availability, company policies, price quotes, claims, 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 processFollows-up on open inquiries and escalates unresolved calls to appropriate subject matter experts based on SOP.Notifies appropriate parties (eg, CSS'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 SOPSupports execution of marketing programs developed by Ortho Clinical DiagnosticsConducts recall activities as appropriateUpdates customer information in order management system as appropriateConducts UAT testing as needed.Adheres to quality controls process and service quality guidelines.Thinks and communicates cross-functionally to investigate, research and resolve all exceptions and adjustments promptly and accurately including any necessary coordination with other Ortho Clinical Diagnostics departments and all required customer follow-up.Performs job duties in a way that meets or exceeds individual performance metrics established by the Customer Service organization in support of exceptional customer experience (eg not-ready time, call quality, schedule adherence) and exemplifies the Ortho Clinical Diagnostics Competency model.Remains current with and applies internal and operating companies' policies & procedures.Contributes to and promotes harmony, growth and teamwork within the Customer Service organization. Skills/Abilities:Communications skills (Collaboration & Teaming): effectively uses listening, verbal and written skills to share information and achieve business results in a respectful and professional manner.Customer Focus (Results and Performance Driven): understands the needs and expectations of internal and external customers, effectively manages customer requests and complaints, ensuring customer satisfaction, responding promptly and in a positive manner.Problem Solving (Sense of Urgency, Intellectual Curiosity, and Prudent Risk Taking): Identifies problems and issues; recommends and implements appropriate solutions. Follows up to assure positive results.Planning and Organization (Big Picture Orientation with Attention to Detail): Assumes personal ownership and accountability; prioritizes work appropriately and effectively manages time. Uses available resources and organizes work to ensure commitments are priorities are met. Demonstrates appropriate balance of schedule adherence, quality, effectiveness and customer service.Teamwork (Collaboration & Teaming): Builds professional relationships across functions and sites with internal and external partners and collaborates to achieve shared goals. Business Acumen (Results and Performance Driven): Understands analyses, applies and interprets business information appropriately to the Customer Service process. Demonstrates an understanding of the organizational structure, its processes, procedures and products to support the customer service organization.Flexibility and Innovation (Self-Awareness & Adaptability and Prudent Risk Taking): adapts to change and identifies innovative ways to enhance the way work is done.Research/comprehension skills/claimsInformation and Technology (Intellectual Curiosity): Effectively uses job related information technology and tools to achieve results. Thorough working knowledge to utilize the appropriate systems to achieve business requirements. Knowledge of Customer Service standards, Operating Company specific products, policies and procedures and all department SOP's The Individual: Associates or Bachelor's degree is strongly preferred. Minimum of high school degree is required.Must be bilingual in English and Canadian French (written and spoken)2 years of professional experience is preferredAbility to multi-taskProficient computer skillsExcellent communication and demonstrated leadership skills (in a professional or school environment)5% travel may be required #LI-EA1 Equal Opportunity: Ortho Clinical Diagnostics 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. Ortho Clinical Diagnostics is also committed to providing reasonable accommodations to qualified individuals so that an individual can perform their job related 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 [Click Here to Email Your Resume].Supplemental PosterPay Transparency Notice Privacy Statement: Your privacy is important to us. By continuing to use our site to apply to this position, you agree to our Candidate Notice, which outlines our privacy policies on information collected during the hiring process.
• Location: Rochester
• Post ID: 30617993 rochester