International Logistics Coordinator
Req ID: 2015-2322
Location: null
The Company:
Ortho Clinical Diagnostics (OCD) is a leading provider of in vitro diagnostic products and services, offering accurate, timely, and cost-effective solutions for screening, diagnosing, monitoring and confirming diseases. The company is a strong, highly competitive organization with approximately 3,800 employees worldwide, and sales, marketing and logistics on six continents.
OCD was recently acquired by the Carlyle Group, a highly respected global asset management company, as an independent, freestanding company. With new leadership and accelerated investment in research and development, OCD is well positioned for growth as a leading player in the global diagnostics market, tapping into rising demand for sophisticated medical diagnostic products and services worldwide.
The Career Potential:
We are committed to enabling diagnostics to fulfill its vital role in the continuum of care and its importance as the focus of healthcare changes from treating sickness to promoting wellness. 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. You will have access to a broad and exciting array of experiences, opportunities and new directions 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.
The Opportunity:
We are seeking an *International Logistics Coordinator*for our Rochester NY location. This role is responsible for providing superior, specialized customer service by representing the MD&D Regional Customer Contact Center as the front-line touch point for internal OCD Affiliate customers in a professional and timely fashion. The key activities includes assisting the International Affiliates in the placement and processing of their orders, requests, inquiries and issues via service request entry, researchcomprehension, issue resolution. Etc. Create OCD specific international documentation. Responsible for handling and resolving escalated issues and queries and processing international documentation for International affiliates. Responsible for managing customer relationships within assigned international geographic area. Responsible for providing Affiliate VOC to cross-functional holiday planning committee and coordinating communications.
The Responsibilities:
This role has direct interaction with our OCD International Affiliate customers on a daily basis. Also has interaction with the Memphis Logistics Center, Satellite DCs, Customer governance group, GTO, and Customer Credit Management to provide close loop complaint management process. All interactions with our customers to be handled in a professional, helpful and timely fashion to ensure the highest level of customer satisfaction and ensuring attention to compliance requirements. Daily activities include:
* Responsible for (Level 1 or 2) inquiryservice complaint (order status, product information, stock availability, company policies, price quotes, claims, returns authorization processing, requests for documentation, etc.) management from International affiliates
o Assigns andor serves as "Case Owner" to investigate escalated issuesservice requests and communicates updates
o Follows-up on open inquiries and escalates unresolved calls to appropriate subject matter experts based on SOP
o Ensures completion of inquiryservice request to fulfillment to maintain closed-loop process standards limiting the need for the customer to call back numerous times for the same issue
* Reviews order error and order hold reports and takes action following appropriate SOP (e.g., escalates to Tier 3)
* Creates OCD specific International documentation following SOPs
* Notifies appropriate parties (e.g., CSRs, International Affiliates, etc.) of process, inquiry updateschanges or service requests as appropriate
* Processes basic warranty tasks
* Thinks and communicate cross-functionally to investigate, research and resolve all exceptions and adjustments promptly and accurately including any necessary coordination with other departments and all required customer follow-up
* Supports sales solicitation process, on an exceptions basis (e.g., provides price informationprice quotes)
* Supports bidquote process (enters quotes into the system)
* Supports execution of marketing programs
* Supports and initiates returns process
* Initiates outbound calls as appropriate
* Conducts recall activities as appropriate
* Adheres to SOX compliance
* Supports implementation of process improvements and projects
* Conducts training of new resources and others as appropriate
* Adheres to quality controls process and service quality guidelines
* Perform job duties in a way that meets or exceeds individual performance metrics established by the Customer Contact Center in support of exceptional customer experience and exemplifies the OCD Global Leadership Profile.
* Remain current with and apply internal and operating companies’ policies & procedures
* Contribute to and promote harmony, growth and teamwork within the CCC
The Individual:
*Education:*Associates Degree or equivalent business experience. BS Degree (Logistics, Business or related field) a plus.
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*Experience: *3 -5 years of experience, preferably in a fast-paced, complex Customer Service environment; i.e.(Customer Service, Accounts Receivable andor Collections). PE training preferred.
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*SkillsAbilities:*
* Business Acumen (Results and Performance Driven): Demonstrates an understanding of the supported franchises and business processes needed to achieve results. Understands relevant products and applies this knowledge to day-to-day responsibilities.
* Communications (Collaboration & Teaming): Effectively uses listening, verbal, and written skills to share information and achieve desired outcomes in a professional manner.
* Customer Focus (Results and Performance Driven): Demonstrates an understanding of the needs of the sales organization and of external customers to ensure field and customer satisfaction.
* Development and Goal Setting (Organization & Talent Development): Collaborates with supervisor to identify strengths and development areas and implement personal development plan. Accepts constructive feedback and participates in continuous learning.
* Flexibility and Innovation (Self-Awareness & Adaptability and Prudent Risk Taking): Demonstrates flexibility and implements innovative ways to enhance the way work is done.
* Planning and Organization (Big Picture Orientation with Attention to Detail): Organizes the workspace, prioritizes activities and manages time effectively to achieve goals.
* Problem Solving (Sense of Urgency, Intellectual Curiosity, Prudent Risk Taking): Identifies and analyzes problems, issues and situations. Identifies solutions and follows through to assess progress and ensure positive results.
* Teamwork (Collaboration and Teaming): Builds professional relationships across functions and sites with internal and external partners and collaborates to achieve shared goals.
* Information and Technology (Intellectual Curiosity): Information and Technology (Intellectual Curiosity): Effectively uses job related information technology and tools to achieve results. Thorough working knowledge to utilize the following systems to achieve business requirements: SIEBEL, SAP, CTI, Internet, BPCS, Laser (view only), Returns Goods System, SGA System, MICROSOFT Office products (EXCEL, Word).
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Equal Opportunity:
Ortho-Clinical Diagnostics, Inc. is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status, or any other characteristic protected by law.
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