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Posted: Wednesday, May 10, 2017 8:00 AM

Ortho Clinical Diagnostics (Ortho) is a leading global provider of in vitro diagnostics. We have an established track record for providing high:quality products and services to the global clinical laboratory and immunohematology communities. Headquartered in Raritan, NJ, Ortho Clinical Diagnostics has approximately 3,800 employees, serving customers in more than 120 countries. We are recruiting and retaining the best and brightest around the world. People who are performance driven, want to make a difference and who help us grow our leadership position in a changing marketplace. The power to reimagine starts with empowered people. People who are empowered to grow and given the chance to succeed in ways they hadnA?t thought possible before. Our purpose is simple: to improve and save lives with diagnostics. We do that by reimagining whatA?s possible. ItA?s what defines us. ItA?s the Ortho difference. 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. ThatA?s something we can all take pride in as we take this journey together. Ortho:Clinical Diagnostics is recruiting for a Customer Service Specialist 1 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. Position will be located in Rochester, NY. 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.Responsible for front:line inquiry/service complaint managementResponds to all queries (e.g. order status, product information, stock availability, company policies, price quotes, claims, requests for documentation, etc.,) from internal and/ or external customers to achieve a A?close:loopA? 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 (e.g., CSSA?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 appropriateConduct 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.Perform job duties in a way that meets or exceeds individual performance metrics established by the Customer Service organization in support of except


• Location: Rochester

• Post ID: 25116958 rochester is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2017