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.

Ortho is known in the industry as a leader in customer service and support. Deeply understanding and exceeding the needs of our clinical lab, hospital and blood bank customers is what we do. It's who we are. If you join Ortho, no matter what your role, you will be expected to keep that Customer Excellence focus in your work.

The Opportunity

This role is responsible for providing superior, front-line customer service (in English and French) to our Ortho Clinical Diagnostics Canadian Customers. The key activities include order management for internal and external customers (hospitals, distributors, and Field Sales), and supporting customer relationships. This position will work on a hybrid schedule, offering both office and remote flexibility. Ideal candidates would be commutable to Rochester, NY.

The Responsibilities

• 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 management.
• Responds to all queries (e.g. order status, product information, stock availability, company policies, price quotes, claims, returns authorization processing (RGA), 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.
• Notifies appropriate parties (e.g., CSR's, customers, Franchises, etc) of process, inquiry updates/changes or service requests as appropriate.
• Follows-up on open inquiries and escalates unresolved calls to appropriate subject matter experts based on SOP.
• Opens an interaction record for a new or existing claim (for all claim types) as part of the inquiry and service complaints process
• Reviews order error and order hold reports and takes action based on need as instructed by SOP
• Supports execution of marketing programs developed by Ortho Clinical Diagnostics
• Conducts recall activities as appropriate
• Updates customer information in order management system as appropriate
• Conduct 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 exceptional customer experience (e.g. not-ready time, call quality, schedule adherence) and exemplifies the Ortho Clinical Diagnostics Competency model.
• Remain current with and apply internal and operating companies' policies & procedures.
• Contribute to and promote harmony, growth and teamwork within the Customer Service organization.

The Individual

• Minimum of high school degree/GED equivalent or 4 years equivalent experience required. Associate or Bachelor degree is preferred.
• Preferred minimum of 2 years of experience, preferably in a fast-paced, complex Customer Service environment; i.e., Accounts Receivable and/or Collections.
• Must be fluently bilingual in English and French (both spoken and written)
• 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/claims
• Information 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.

IF YOU ARE INTERESTED IN APPLYING FOR THIS POSITION:

In addition to submitting your resume and completing the application, please click on the following link to complete a short questionnaire which will tell us a bit more about you:

CLICK HERE TO COMPLETE QUESTIONNAIRE

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 [email protected]