Customer Service Specialist III

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 analystical 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

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