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
Job Summary
The Front Office CS Coordinator plays a key role in supporting the day-to-day operations of the Customer Service team. This position combines the core responsibilities of a Customer Service Representative—such as order management, issue resolution, and customer communication—with additional coordination duties. These include overseeing daily workflows, monitoring performance metrics, and ensuring alignment across internal and external stakeholders.
Acting as the first point of contact for operational questions, the Coordinator ensures service continuity and escalates unresolved matters to the Front Office CS Manager. This role serves as an operational point of reference for the team, facilitating daily coordination without direct supervisory responsibilities. A proactive attitude, strong organizational skills, and a customer-centric mindset are key to fostering loyalty and contributing to the success of the organization.
Responsibilities
Key Accountabilities
Customer Service & Order Management:
Attend customer inquiries via phone or email.
Manage returns and resolve incidents.
Supervise order release and coordinate with the supply chain.
Operational Coordination & Scheduling:
Weekly planning and sending organizational emails.
Monitor ZHOL for absences and home office.
Organize shifts, holidays, and summer schedules.
Supervise breaks, entries, and exits.
Prepare monthly reports on overtime and holidays.
KPI Monitoring & Reporting:
Review daily KPIs, detect deviations, and propose actions.
Process Improvement & Issue Resolution:
Follow up on reservation statuses and batch issues, propose improvements. Review Back Orders and double-check special orders.
Follow up of the action plans implementation
Training, Onboarding & Team Support:
Oversee onboarding and training follow-up for new hires.
Troubleshoot daily team questions and refresh trainings.
Monitor implementation of new procedures.
Communication & Stakeholder Collaboration:
Act as an operational liaison between the Front Office CS Manager and the team to ensure clear communication of priorities and updates.
Organise and participate in meetings with Business Units key stakeholders and clients to support the team and.
Prioritize phone coverage based on volume and language.
Monitor phone coverage and task prioritization.
Documentation Management
Maintain and update internal operational procedures and reference documentation
Networking/Key relationships
This role requires frequent interaction with the members of the customer service team, including the director, managers, team leaders and other representatives. Additionally, this role communicates regularly with sales, logistics (including transportation and warehousing), accounts receivable and planning to resolve issues and ensure that customer expectations are met. Externally, this role communicates regularly with customers.
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 languages 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:
Up to 5% of time
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
