Customer Service Specialist with German, Galway

Full Job Description

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.

Our Business Support Centre in Galway city was established in 2018 and has grown its headcount to 48 employees. The team supports the Quidel business in the EMEA region across Customer Services, Supply Chain, Technical Services, Finance, HR, Legal and Information Technology.

Your New Role:

Responsible for primarily handling customer orders, inquiries from distributors and Quidel Sales on products, orders, etc., and achieving overall customer satisfaction. Directs customer inquiries to appropriate personnel when unable to answer inquiries.  Responsible for handling credits and maintaining current promotion files to allow visibility. Normally receives general instructions on routine work, detailed instructions on new assignments. Fulfills all literature requests, related documents, and coordinates/maintains customer contact forms and Terms and Conditions documentation for all direct customers.

What you will be doing:

• Communication via phone with distributors, distributor sales reps, end use customers
• Inputting orders, providing regular and ad hoc reports to cross functional departments
• Main contact person for field sales and inside sales
• Processes credits and coordinates returns as needed
• Assistance with coordinating shipment logistics if shipping product from multiple warehouses
• Manages and maintains distributor and end use customer information (pricing, addresses, etc.)
• Coordinates special approvals with customers (ex. Short dated product approval)
• Research of customer inquiries such as proof of deliveries, miss-shipments, clerical duties (i.e. sending faxes, scanning, filing, etc.), provides future shipment dates, etc., processes credits, runs reports as needed.
• Cooperation with Finance to set up new customer accounts in our ERP system. 
• Maintain and manage customer information forms, helping customers in completing new vendor set-up as needed.
• Instrument tracking database in our ERP system for all new instrument and sales orders
• Assistance to Technical Support in providing customer instrument updates on an as needed basis.

What you need to succeed:

• Fluency in German and English is essential
• Customer service experience, including order entry and order processing preferred
• Strong communication and organizational skills, telephone skills/phone manner
• Accuracy, attention to detail and excellent follow up skills
• Ability to work calmly under pressure and to handle multiple tasks under tight time frames
• Strong computer skills. Must be able to quickly learn new programs and/or modifications to the existing system
• Good time management skills
• Ability to accept ownership and responsibility for meeting deadlines
• Ability to handle time sensitive projects with short notice

What we offer:

• 22 days Holiday
• Annual Leave is incremented by 1 additional day after 1, 3 & 5 years of service
• Health Insurance, cover for employee, spouse, and dependents
• Pension up to 5% on a matching basis
• Long Term Disability
• Death In Service Benefit
• Additional company day off
• International environment with culture evolving around our employees
• New leader in the diagnostics industry
• Startup environment with strong legacy
• Joining team which supports each other
• Investment into professional evolution through LinkedIn Learning
• Recognition and Referral Program
• Employee Assistance Program
• Opportunity to grow within the company

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