Customer Service Manager

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.

Job Summary

The Customer Service Manager leads our call center and order management team for our division in North America (US and Canada). The role responds within the Client Services organization and develops and implements systems and procedures to ensure effective customer service administration and field support. Acts as liaison with field sales, customers and internal departments. Supervises the performance of the call center operators (front office) and the order management team (back office).

Key Accountabilities

• Manage daily workflow within the customer service department, including the call center and order management team
• Respond to complex customer inquiries and serves as escalation reference
• Create and track customer service goals generating detailed reports on customer interactions and order management metrics, analyzing statistics and compiling accurate reports for upper management
• Develop and implement service procedures, policies, and standards for both call center and order management operations
• Monitor workloads and reassign work responsibilities during high peak hours, or during staff shortages to maintain acceptable response times to customers
• Supervise, mentor, and develop customer service representatives, and team leaders, providing additional upskilling or learning opportunities
• Recruit, hire, and onboard new customer service employees
• Perform other duties as assigned

Networking/Key relationships

• Other Client Services Teams
• Finance
• North America Commercial Operations
• Legal/Compliance
• Operations & Manufacturing
• Marketing
• HR

Minimum Knowledge & Experience required for the position:

• Education: Bachelor's degree required in in Business Administration, Finance, or related field, or equivalent experience
• Experience:
  • Minimum 6 years related experience in Customer Service environment / Finance/ Operations preferred
  • Prior experience as a Customer Service Manager or Supervisor
• Additional skills/knowledge:
  • Proficiency knowledge of Microsoft office System, including Word, Powerpoint,Excel
  • Knowledge of SAP ERP preferred
  • Experience with CRM software and data analysis tools
  • Excellent verbal and written communication skills
  • Fluency in English. French is a plus

Skills & Capabilities:

• Demonstrated leadership and team management abilities
• Problem-solving skills with a focus on customer satisfaction
• Ability to work collaboratively across departments
• Proven ability to adapt and manage effectively in a fast-paced, challenging environment and manage multiple, and oftentimes competing, priorities
• Confident decision making and conflict resolution
• Flexibility and resiliance

Travel requirements: Occassional travel may be 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 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