Manager – Planning and Customer Service

The Opportunity

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.

Customer Service Leadership (Primary Focus)

• Drive customer order On-Time & In-Full (OTIF) & LIFR performance and enable operational recovery
• Lead the India S&OE discussion
• Lead Lot Mortgage fulfillment and documentation with Regulatory & Logistics
• Maintain proactive customer communication on delivery schedules, delays & escalations
• Drive reduction in customer complaints via RCA + CAPA governance
• Manage labeling and customs clearance performance
• Maintain customer experience dashboards & governance

Supply & Inventory Planning (Secondary Focus)

• Generates, reviews Net Demand Requirements for India lot mortgages.
• Align with Regional Planning Team to finalize Net Demand 3–4 month horizon
• Validate Gross Demand with Sales & Marketing including NPI sign-offs
• Optimize inventory availability and reduce scrap / write-offs / SLOB
• Ensure strong governance of stock visibility, open orders, backorders
• Support replenishment planning for Lot Mortgage requirements, availability at the Distribution Centers

Collaboration & Stakeholder Management

• Cross-functional alignment with Commercial, Logistics, Regulatory, and Global Planning Teams
• Represent India in WW Planning & Customer Service calls

Reporting

• Join Regional meetings to represent the India region for weekly/bi-weekly/monthly status updates & review.
• Ensure accuracy and completeness of S&OE reporting
• Publish CS metrics, OTIF dashboards & performance tracking

Self-Development

• Mentor and develop team capability on CS excellence & planning tools
• Demonstrate strong compliance, corporate ethics & operational discipline

Corporate Ethics and Standards

• Contribute to the achievement of health & safety goals. Manage business within ethical standards.
• Actively support corporate policy and ethics leading by example.

Key Leadership Attributes:

• Instills Trust - Maintains integrity and professional code of conduct.
• Customer Focus- Follows up with customers to ensure problems are solved.
• Drive Results- Sets high standards for own performance.
• Situational Adaptability- Demonstrates flexibility of responses to different situations.
• Collaborates- Shares information with others so there are no surprises