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Quidel Corporation
Customer Service Specialist
Pay: $22 an hour
Location: Sorrento Valley
Duration: 1 year contract
SUMMARY OF POSITION: Responsible for entering customer orders, responding to inquiries from distributors and Quidel Sales on products, orders, etc., and achieving overall customer satisfaction. Triages customer inquiries to appropriate personnel when unable to answer inquiries. Assists with processing credits and returns, as needed. Assist with providing customer instrument updates on an as needed basis. Normally receives general instructions on routine work, detailed instructions on new assignments. Fulfills all literature requests, scanning and saving of sales orders and related documentation, and coordinates/maintains customer contact forms.
ESSENTIAL FUNCTIONS: Works in a call center setting to answer non-technical incoming calls from internal and external Quidel customers including, but not limited to, distributors, distributor sales reps, end use customers, and Quidel Sales. Inquiries may be related to proof of delivery, miss-shipments, coordination of orders, etc. Enters and/or processes sales orders received from customers per established SOP's. These order requests may be received through various methods including EDI, fax, phone and e-mail. Works closely with Shipping and Distribution to ensure the successful and timely fulfillment of customer orders. Functions as the main contact for sales and processes promotion requests. Processes credit requests and coordinates product returns as needed. Researches customer inquiries such as proof of deliveries and miss-shipments. Performs clerical duties as in sending faxes, scanning documents, filing paperwork, etc. Carry out duties in compliance with established business policies. Orders office supplies and processes credits, as necessary, all with Manager approval. Works under direct supervision, following established procedures for position. All decision making will follow procedures and guidelines established for the position. INTERACTIONS: Interacts with distributors, distributor sales reps, end-use customers, Quidel Sales, Marketing, Quidel Shipping department, Quidel Finance, Quidel Technical Support, Sales Operations and planning to communicate customer service related issues. WORK ENVIRONMENT: General office environment.
PHYSICAL DEMANDS: No strenuous physical activity but significant time (90%) on phones. Extensive computer entry and long periods of sitting. Flexible work hours to meet project deadlines.
EDUCATION, SKILLS & EXPERIENCE (indicate if required or preferred): Education and Experience: High School diploma or equivalent. Minimum 2 years of customer service experience in a call center or with Order Entry/Order management. Knowledge/Skills: Accuracy, attention to detail and excellent follow up skills. Strong telephone skills/phone manner. Good computer skills. Good communication (speaking and listening) and interpersonal skills. Ability to work calmly under pressure. Good time management skills. Must be able to quickly learn new programs and/or modifications to the existing system. Ability to handle multiple tasks under tight time frames. Ability to accept direction and constructive criticism.
AFFIRMATIVE ACTION/EQUAL OPPORTUNITY STATEMENT: Quidel is proud to be an Affirmative Action/Equal Opportunity Employer (Minorities/Women/Disabled/ Veterans). We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
OTHER DUTIES: Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Requirements
Positive Attitude, Professional and Courteous email and phone communicator, Attention to detail, takes ownership, competent (gets things done with little prodding/oversight).
EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .
