Job Information
About the Position
Introduction
Werfen
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.
Our success comes from a specific focus in these rapidly evolving diagnostic areas, our commitment to customers, and our dedication to innovation and quality. We’re passionate about providing healthcare professionals the most valuable and complete solutions to improve hospital efficiency and enhance patient care.
Overview
Position Summary:
Under general supervision, the Customer Service Coordinator II is responsible for performing front and/or back office support functions for the Customer Service Team. This includes responding to all incoming customer phone calls, fax and email order and inquiries. Services as the first point of contact for the customer, and escalates customer’s issues to team management as necessary.
Responsibilities
Key Accountabilities:
Essential Functions:
- Responsible for the handling of key accounts, such as government or high volume sales accounts, related to order inquiries and processing.
- Special order responsibilities as assigned by manager, including but not limited to standing order management:
- Processes standing order requests and ensures lot sequestering is completed accurately according to department procedures.
- Reviews and analyses standing order product utilization to reduce scrap and ensure customer efficiency
- Responsible for responding to all customer questions via phone or assigned in task system in a timely and professional manner
- Processes customer orders as received via phone or task system and ensures accuracy and alignment with department guidelines and processes; escalates order inquiries as necessary
- Interacts with distribution and planning personnel on product status availability and advises customers accordingly
- Reviews and processes Technical Support requests for replacement products; responsible for following up with Technical Support to ensure resolution
- Coordinates with colleagues regarding standing orders when lot-specific requests are made. Ensures that all orders are released for shipment following product shipping guidelines.
- Responsible for ensuring proper documentations accompanies all orders prior to final order submission
- Regularly reviews task system and assigns orders and/or inquiries to fellow Customer Service Coordinators depending on geographical coverage or special assignments
- Ensures that all requests for standing orders and overnight shipments are properly labeled
- Manages personal task queue ensuring that all customer orders are processed within departmental timeline goals.
- Follows-up on all customer inquiries, account maintenance requests, price discrepancy tasks, shipping issues, etc.
- Prepares customer quotations for Werfen products based on pre-established pricing guidelines.
- Works with logistics team to coordinate shipping for returns or replacements, ensuring inventory adjustments and credits are processed accurately, in accordance with department procedures.
- Researches and resolves invoice discrepancies reported to Credit and Collections team. Processes credit and/or debit memos in accordance with departmental procedures.
- Prepares and distributes various customer reports on a regular basis
Secondary Functions:
- Special order responsibilities as assigned by manager, including but not limited to standing order management, government orders
- Additional duties as assigned
Internal Networking/Key Relationships:
To be determined based on department needs, to include interactions such as:
- Customer Service
- Distribution Management
- Technical Support
- Logistics, Warehouse & Planning
- Credit and Collections
- North America Commercial Operations, including Sales & Clinical Applications, Product Marketing
- IT
Skills & Capabilities:
The ideal candidate for this position will exhibit the following skills and capabilities:
- Strong customer service and interpersonal skills
- Strong written and oral communication skills
- Ability to navigate and manage customer complaints and objections
- Strong problem solving
- Proven attention to detail
- Ability to analyze and apply sound judgement to issue resolution
- Good time management skills; Ability to prioritize and organize workload in a fast paced environment
Qualifications
Min Knowledge & Experience Required for the Position:
Education:
- Associate degree in Business or related field required. Bachelor's degree in Business Administration, Finance, or related field preferred, or equivalent experience
Experience:
- Minimum 2 years’ customer service experience required
- Previous experience as Customer Service Coordinator I required
Additional Skills/Knowledge:
- Proficiency in SAP ERP System required
- Proficiency in Microsoft Office suite; specifically, Excel, including pivot tables
- Proven track record of order accuracy, timely claims resolution and attention to detail in high volume environment
- Basic understanding of inventory management process
- Language: Fluency in English required.
International Mobility Required: No
Travel Requirements: Approximately <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 is an Equal Opportunity employer and is committed to a diverse workplace. Werfen strictly prohibits unlawful discrimination, harassment or retaliation based upon an individual’s race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other protected characteristic as defined by applicable state or federal law. If you have a disability and need an accommodation in relation to the online application process, please contact NAtalentacquisition@werfen.com for assistance.
We operate directly in over 30 countries, and in more than 100 territories through distributors. Annual revenue is approximately $2 billion and more than 7,000 employees around the world comprise our Werfen team.
www.werfen.com
