Customer Services Specialist

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 Reporting to the Customer Service Manager, Customer Service Specialist is responsible for acting as a liaison between customers and company, to ensure excellent service standards, respond efficiently to customer inquiries and build sustainable relationships with internal areas.

Responsibilities Key Accountabilities

The key deliverables to be achieved and the ongoing responsibilities of the role are :

Improves customer service experience, creates engaged customers and facilitates organic growth by communicating in a clear and friendly way.

Provides customers with quality service, providing continuous accurate information about the status of their orders

Identifies and assess customers’ needs to achieve satisfaction.

Takes ownership of customers issues and follows problems through to resolution.

Follows communication procedures, guidelines and policies.

Maintains an orderly workflow according to priorities

Interfaces with Sales team to review customer needs and to report sales.

Confirm of orders, invoicing, refunds.

Interfaces with Planning team to coordinate client orders, forecast and productions lead time.

Maintains weekly reports on customer inquiries, responses and feedback so as to develop customer service analytics and trends.

Internal Networking

This position requires cooperating with different company departments, Quality Assurance, Regulatory, Quality Control, Marketing, Finance, R&D and the other team members of the Supply Chain group.

Qualifications Minimum Knowledge & Experience required for the position

Education

Required : Ciclo Formativo de Grado Superior in in any related subject with the supply chain area

Valuable : Any additional degree higher than that required in the previous section

• Experience

Professional experience is required, minimum of 5 years in a similar position

Software : Fluency in Office Tools (Excel & Word), Valuable advanced knowledge in SAP

Language : Fluency in Spanish or Catalan. Medium knowledge of English (reading, writing and speaking)

Management has the discretion of substituting relevant work experience for a degree and / or making exceptions to the years of experience requirement.

Skills & Capabilities

The ideal candidate for this position will exhibit the following skills :

Time management skills in order to work on several different projects at the same time.

Flexibility in order to work with and provide support for a number of people.

Experience in providing demonstrations and writing technical reports.

Teamwork and interpersonal skills.

Oral and written communication skills.

Reflects values of Werfen in the quality of work and working relationship.

Travel Requirements

NA

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.

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