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.

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Overview

The Customer Service Specialist is responsible for answering customers’ questions by different communication channels such as phone or e-mail, resolving customer complaints and managing efficient day-to-day order management, including receiving customer orders, cleansing orders, removing order blocks, processing change requests 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 according to market specific requirements. The Customer Service Specialist 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 and our internal and external customers, so it is key to have a proactive attitude to create customer loyalty and contribute to the organization’s success.

Responsibilities





Key Accountabilities

Administer day-to-day activities of customer order management, specifically:

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- Handle customer inquiries, process returns, and resolve customer issues promptly.

- Oversee customer orders, including order entry, document creation, stock allocation and order release.

- Oversee order release through tasks created because of data or stock management.

- Process order change requests and remove order blocks when required.

- Use root‑cause analysis to understand key drivers of order failure and 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 efficiency in order entry, minimizing manual workload and improving Customer Satisfaction.

- Maintain digital platforms to keep fast channels.

- Liaise with IT to implement the required system improvements.

Display a customer‑centric attitude and maintain strong customer relationships, specifically:

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- 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:

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- 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:

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- 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:

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- 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 the Front Office and Back Office Customer Service teams, including the director and managers in Customer Service. Additionally, this role communicates regularly with IT, 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, lo

📌 Customer Service Specialist (Bellprat)
🏢 Werfen
📍 Bellprat