Job Information
About the Position
Introduction
Werfen is a growing, family-owned, innovative company founded in 1966 in Barcelona, Spain. We are a worldwide leader in specialized diagnostics in the areas of Hemostasis, Acute Care Diagnostics, Transfusion, Autoimmunity, and Transplant. Through our Original Equipment Manufacturing (OEM) business line, we research, develop, and manufacture customized assays and biomaterials. We operate directly in 30 countries, and in more than 100 territories through distributors. Our Headquarters and Technology Centers are located in the US and Europe, and our workforce is more than 7,000 strong.
Overview
The Customer Service Representative is responsible for day-to-day order management, including receiving customer orders, cleansing orders, removing order blocks, processing change requests, resolve customer complaints, answering customers’ questions by different communication channel as phone or e-mail, and managing order releases. This role works with business partners in the supply chain and beyond to ensure on-time and complete delivery of goods. The Customer Service Representative helps drive customer loyalty and achievement of the company’s sales and revenue objectives by delivering exceptional customer service across the designated area.
This role is the connection between Supply Chain structure with our internal and external customer, so it is key to have a proactivity attitude to create the customer loyalty and contribute to the organization’s success.
Responsibilities
Key Accountabilities
Administer day-to-day activities of customer order management, specifically:
- Oversee customer orders, including order entry, order status, document creation, stock allocation, order release, shipment tracking, sales recognition and document management.
- Regularly update customers, suppliers and internal stakeholders on order status and any issues.
- Handle customer inquiries, process returns, and resolve customer issues promptly.
- Use root-cause analysis to understand key drivers of order failure in support of continuous improvement.
- Identify potential obstacles in the fulfillment process, and work with any stakeholders to take corrective action.
Display a customer-centric attitude and maintain strong customer relationships, specifically:
- Monitor and improve customer feedback systems.
- Understand customer expectations and translate the voice of the customer for internal stakeholders.
- Update and maintain presentations used in customer reviews.
- Identify and implement ways to better meet customer needs and provide superior customer service.
Ensure clean and accurate data management and analysis, specifically:
- Integrate customer data from various reporting channels as necessary.
- Produce and maintain reports presenting and analyzing key performance indicators.
- Support the preparation and review of internal and external scorecards.
Drive continuous improvement in customer fulfillment systems and processes, specifically:
- Monitor systems and processes to identify opportunities for continuous improvement.
- Develop and present recommended improvements to the Customer Service Manager.
Uphold quality, safety and compliance standards, specifically:
- Model adherence to quality, compliance and/or safety requirements.
- Complete all quality, safety and compliance training within defined deadlines, and motivate others to do so.
- Report any quality, safety or compliance incidents to the appropriate individuals and take immediate corrective action.
Qualifications
Minimum Knowledge & Experience required for the position:
This role requires a bachelor’s degree, preferably in supply chain management, logistics, business administration, engineering or a related field.
This role requires two to three years’ experience in supply chain, logistics or a related function and at least one year of customer service experience.
Highly recommendable some sort of commercial/selling experience
Knowledge of master data and table files a plus
Advanced skills with Microsoft Office. Strong ERP (SAP) and CRM experience preferred.
Fluent in local language, desirable fluent English and other languges will be a plus
Skills & Capabilities:
The ideal candidate demonstrates the following traits:
● Focuses relentlessly on customers
● Works well under pressure
● Works well in teams
● Pays attention to details
The ideal candidate has the following competencies and skills:
Soft Skills:
● Communication skills, including verbal, written and presentation
● Interpersonal skills
● Analytical and problem-solving skills, including the ability to conduct a root cause analysis
● Project management skills, especially the ability to prioritize work
● Ability to multitask
Hard Skills:
● Proficiency in relevant software, such as ERP, CRM and Microsoft Office
Travel requirements:
N/A
If you are interested in constantly learning and being challenged on a daily basis, we encourage you to submit your resume or CV.
Werfen appreciates and values diversity. We are an Equal Opportunity/Affirmative Action Employer M/F/D/V.
www.werfen.com
