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 Front Office Representative is responsible for, answering customers’ questions by different communication channel as phone or e-mail, resolve customer complaints 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 Front Office 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 contribute to the organization’s success.
Responsibilities
Key Accountabilities
Administer day-to-day activities of customer order management, specifically:
- Handle customer inquiries, process returns, and resolve customer issues promptly.
- Oversees Order release through tasks created because of data or stock management.
- Use root-cause analysis to understand key drivers of complaints in support of continuous improvement.
- Identify potential obstacles in the fulfillment process, and work with any stakeholders to take corrective action.
- Identify actions of improvement towards proactivtiy towards Customer Satisfaction
- Liaise with IT to implement the requiered system improvements
Display a customer-centric attitude and maintain strong customer relationships, specifically:
- Understand customer expectations and translate the voice of the customer for internal stakeholders.
- 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.
Networking/Key relationships
This role requires frequent interaction with the members of Back Office Customer Service teams, including the director, managers in Customer Service. 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 to communicate service updates.
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, French and English. 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:
Not required
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
