Customer Service 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. We operate directly in 30 countries and in more than 100 territories through distributors.

Our Headquarters are in Barcelona Spain and our Technology Centers are located in the United States and Europe. Worldwide sales exceeded 2.2 billion in 2024 and our workforce is more than 7000 strong.

Job Summary

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.

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 prioritie.

• 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.

• SAP client database update.

Networking/Key relationships

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.

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.

• Additional skills/Knowledge

  • 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.

• Attention to detail.

• Oral and written communication skills.

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

Travel requirements:

• Required: NO