Customer Service Team Lead

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 Team Lead is an entry level functional mangement role responsible for performing the responsibilities of a Customer Service Coordinator in addition to providing leadership, administrative and business support to department management. This includes direct supervision and coaching of assigned staff members, providing training and coaching, and serving as an escalation point for complex customer service needs.

Key Accountabilities

• Coordinates team schedules and performance, ensures equal distribution and workload and activities are performed in agreement with SOPs, Job Aids, QM documents andwithin department KPis.
• Coordinates training for new team members.
• Provides operational guidance to the team and feedback to Manager, Supervisor or designee, to maximize productivity, team development, and achieve department goals.
• Serves as a role model to the team, fostering Werfen values, effectively communicates productivity and service levels to Manager, Supervisor or designee, as well as personnel performances.
• Acts as first level escalation, participates in meetings relevant to the activity assigned with other departments and providing feedback to Manager, Supervisor or designee.
• Effectively communicates with the Supevisor and Manager to identify continuous improvement initiatives that will increase efficiency in the team, increase customer and field sevice satisfaction, and enhance our reputation for quality customer service.
• Assists the Customer Service Coordinators (I, II & Senior) with order processing and other customer service functions as needed, providing training and guidelines.
• Performs all functions related to order processing and post order adminstration for adesignated area or set of customers.
• Provides performance reporting and analysis to management as requested.
• Other duties as assigned.

Networking/Key Relationships

• Other Client Services Teams as needed (such as: Service Coordinators, Instrument Coordinators,Pricing Coordinators)
• Technical Support
• Commercial Operations
• Field Service
• Applications
• Warehouse/Operations
• Finance
• HR

Minimum Knowledge & Experience required for the position:

• Associate's Degree in Business or related field experience required. Bachelor's Degree in Business Administration, Finance, or related field preferred, or equivalent experience.
• Minimum 6 years related experience in Customer Service environment and/or Finance preferred.
• Prior Experience as Customer Service Coordinator II required.

Skills & Capabilities:

• Strong understanding of functions within the Customer Service group.
• Ability to identify, analyze, and solve problems.
• Must be able to work in a fast-paced environment, be able to prioritize projects and multi-task effectively for business needs.
• Ability to thrive in a fast-paced environment while maintaining strong attention to detail.
• Proven strong problem solving and analytical skills.
• Excellent written and verbal communication skills. Demonstrated presentation and public speaking skills.
• Proven strong interpersonal skills and emotional intelligence; ability to manage customer issues, build relationships and cooperate with internal and external customers.
• Ability to act independently to support customers and field personnel.
• Ability to develop positive working relationships both internally and externally.
• Ability to Lead and Motivate Others.
• Confident Decision Making, conflict resolution.
• Flexibility and resilience.

Travel requirements:Occasional 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