Customer Service Associate II

Job Scope

This position provides efficient, accurate and quality customer service to ensure customers receive their merchandise in a timely manner with respect to company guidelines. Additionally, this position serves as a resource to Associates, Customer Service I by offering guidance and insights into performing their role.

Job Responsibilities and Duties

• Provide prompt, courteous and efficient customer service at all times.
• Process all orders presented by internal and external customers to ensure maximum service.
• Maintain customer accounts to ensure company requirements are met and customers receive quality products on time.
• Aid in all levels of customer support related to regulatory compliance and problem resolution to ensure customer satisfaction.
• Perform research and data collection for problem solving.
• Coach and assist Associates, Customer Service I in accomplishing goals and tasks.
• Maintain relationships with Sales and Marketing (domestic or international) to ensure support for customers related to pricing and contractual support.
• Review, understand and follow all company GMP requirements through Universal Operating Procedures.
• Perform work in a safe manner consistent with DiaSorin’s Safety, Health and Environmental policies.
• Contribute to department process improvements.
• Work with agencies needed to process international orders with respect to government and customs requirements for the efficient passage of products.
• Assist Domestic or International associates with daily responsibilities as needed.
• Participate in ongoing product, SAP and company required training programs to support related to work expectations.
• Support the needs of others within/across work groups.
• Other duties may be assigned based on department or company business needs.

Education, Experience and Qualifications

• High School graduate Required
• 5+ Years customer service Required or 5+ Years office experience Required
• Excellent verbal and written communication skills
• Solid skills in Data entry, Microsoft Office, Google suite, problem solving and math
• Ability to multi task, is organized and efficient
• Working knowledge of the SAP system and guidelines
• Working knowledge of freight/shipping systems for international or domestic support
• Complete knowledge of product development and OEM ordering process associated with customer needs. Includes understanding of manual billings for OEM products, spare parts and instrument billings
• Complete understanding of department guidelines and process to assist in mentoring of coworkers
• (If international focused) Knowledge of export regulations and customs requirements; knowledge and understanding of international culture

What we offer

The hourly posting for this position is $26.00-$30.00 Hourly. The salary range for this role represents the numerous factors considered in the hiring decisions including, but not limited to, educations, skills, work experience, certifications, etc. Beyond base salary, Diasorin offers a competitive rewards package focused on your overall well-being. We are proud to offer a comprehensive plan of health benefits, retirement and financial wellbeing, time off programs, wellbeing support and perks. Benefits may vary by role, country, region, union status, and other employment status factors. You may also be eligible to participate in an annual incentive program. An incentive award, if any, depends on various factors, including, individual and organizational performance.

Benefits

• Comprehensive health benefits
• Retirement plans
• Financial wellbeing support
• Time off programs
• Wellbeing support
• Perks
• Annual incentive program

Diversity, Equity, Inclusion

Diasorin is committed to building a workplace where people feel empowered to contribute ideas, take ownership, and grow their careers. We believe diverse perspectives strengthen innovation and help us deliver meaningful impact for patients and customers worldwide.

Equal Opportunity Employer

Diasorin is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable law.

Recruitment Fraud Notice

Diasorin never requests payment, financial information, or personal banking details from candidates at any stage of the recruitment process. Official communications from Diasorin recruiters will only come from a verified @diasorin.com email address. If you have questions about the legitimacy of a recruitment communication, please contact hr@diasorin.com for verification.