International Customer Service Supervisor

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.

• Supervises, directs, and monitors the activities of the assigned team to ensure timely, considerate, and accurate responses are being provided to our customers.
• Serves as the first level of escalation for customer issues and complaints
• Collaborate with other departments to streamline cross-functional processes
• Conduct regular performance evaluation, identifying training needs and providing constructive feedback
• Monitor and analyze metrics, developing and implementing improvements and standard operating procedures, as needed.
• Ensure adherence to company policies, procedures and regulations, implementing controls measures to minimize errors and improve accuracy
• Creates and maintains a positive, respectful work environment for staff. Serves as role model to the team, fostering Werfen values, encouraging continuous learning and professional growth
• Ensures the team demonstrates cultural awareness and sensitivity when dealing with International customers and promote a diverse and inclusive environment
• Other duties as assigned

• Other Client Services Teams as needed
• Operations (Logistics, Warehouse, Import/Export)
• Planning
• Commercial Operations
• Field Service
• Finance
• Legal/Compliance
• Marketing
• HR
• QA and RA

• Education:
  • Bachelor's degree in Business Administration, Finance, Analytics, Supply Chains or related field preferred, or equivalent experience
• Experience:
  • Minimum 6 years related experience in Customer Service environment and / or Supply Chain-Logitsics, Material Management
  • Prior Supervisory or Team Lead experience preferred
• Additional Skills / Knowledge:
  • Proficiency in Microsoft Excel, including pivot tables and other analytical functions and formulas required
  • Proficiency of SAP ERP required
  • Proficiency in Powerpoint editing and public speaking
  • Solid understanding of Logistics and Supply Chains, both domestic and international
  • Fluency in English and Spanish required, written and spoken.

• Ability to multitask and prioritize effectively for business needs
• Strong attention to details, ability to analyze data and identify discrepancies
• Strong customer focus
• Excellent verbal and communication skills, emotional intelligence; ability to manage customer issues, build relationships and cooperate with internal and external customers
• Solid understanding of the customer master and material master database
• Ability to thrive in a fast-paced environment while maintaining strong attention to detail
• Ability to Lead and Motivate Others
• Confident Decision Making, conflict resolution
• Flexibility and resilience

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