Supervisor/Manager Customer Service
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POST DATE 9/15/2016
END DATE 11/10/2016
San Diego, CA
JOB DESCRIPTIONQuidel Corporation is a leading manufacturer of diagnostic healthcare solutions serving to enhance the health and well being of people around the globe with well known and respected products that provide healthcare professionals with accurate and cost-effective diagnostic information at the point of care (POC). Our core competencies and capabilities focus on immunoassay and molecular testing in the areas of: infectious disease, women’s health, and virology.
Our products make a difference in people’s lives every day and so does our Customer Service Team. We are searching for a Supervisor, Customer Service. The Supervisor, Customer Serice is responsible for supervising and motivating staff to achieve overall customer satisfaction with worldwide customers. Responsible for handling domestic customer orders, inquiries of a complex nature or directing to the appropriate individual. Responsible for reviewing and approving credits. Identifies and solves moderately complex problems independently. Resolves customer related issues directly or by coordinating the efforts of others. Recognizes recurring issues and takes action towards resolution of these issues. All decision making will follow procedures and guidelines established for the position. Takes initiative to identify and resolve and performance-related issues regarding direct reports.
Select, train, motivate, retain and develop Customer Service staff to deliver excellent results. Identify opportunities for productivity improvement, service improvement or cost reductions and make recommendations to manager.
Review and approve customer credits and returns.
Researches customer inquiries for proof of deliveries, miss-shipments, providing future shipment dates.
Answers phones from distributors, distributor sales reps, end use customers, inquiries for general product information, internal customers and Quidel sales reps. Includes inputting orders from EDI, fax, phone and e-mail. Main contact for field sales and inside sales. Processes promotion requests. Responsible for providing regular and ad hoc reports to cross functional departments, such as Bookings and Shortage Report. Processes credits and coordinates returns as needed. Provides customer support for International Sales as requested.
May assist with coordinating shipment logistics if shipping product from multiple warehouses.
Manages and maintains distributor and end use customer information (pricing, addresses, etc.) in our ERP system and in our files on the company network.
Coordinates special approvals with customers (ex. short dated product approval)
Responsible for working with Finance to set up new customer accounts in our ERP system. Maintain and manage customer information forms in shared Quidel database. Assist customers in completing new vendor set-up as needed.
Assist with managing the instrument tracking database in our ERP system for all new instrument and Virena sales orders. Also assists Technical Support with managing our customer database for Virena customers in myvirena.com.
Assists Technical Support in providing customer instrument updates on an as needed basis.
Provide back-up for International Logistics as needed.
Identifies and assists in implementing process improvements
Education and Experience:
High School diploma required
4+ years of related experience or B.S./B.A. in Liberal Arts and 2+ years of administrative experience required
1+ years of supervisory experience required
Excellent communication (speaking and listening) and interpersonal skills.
Excellent telephone skills/phone manner
Excellent organizational skills
Accuracy, attention to detail and excellent follow up skills
A positive attitude demonstrated during company functions and public events to encourage team camaraderie and enthusiasm for growth in market share and revenue.
Lead, motivate and manage individuals with different personal