Werfen Werfen, founded in 1966, is a worldwide developer, manufacturer and distributor of specialized diagnostic instruments, related reagents, automation workcells, and data management solutions for use primarily in hospitals and independent clinical laboratories. The Company's business lines include Hemostasis, Acute Care, and Autoimmunity diagnostics, as well as Original Equipment Manufacturing. 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.
Our North American Commercial Operations, as well as our Headquarters and Technology Center for Hemostasis and Acute Care Diagnostics, are based in Bedford, MA. Our Headquarters and Technology Center for Autoimmunity Diagnostics is based in San Diego, CA. Additionally, our Technology Center for Hemostasis and Blood Gas Reagents is in Orangeburg, NY, and our Technology Center for Whole Blood Hemostasis is in San Diego, CA.
Position Summary:
Under close supervision, processes new instrument orders, reagent rentals and leasing contracts. Responds to inquiries related to instrument management and initial standing orders related to new contracts, interacts with field representatives and managers in an efficient and professional manner. Interacts with other internal departments including Customer Service, Sales & Service managers to expedite customers and field requests.
Key Accountabilities Essential Functions: Reviews new instrument order documentation for completeness and accuracy Enters and tracks data relating to new instrument orders. Responds to Internal and External inquiries about new instrument orders and existing Instrument reagent rental and lease agreements. Performs monthly checks on the Reagent Rental contract database to ensure results are submitted in a timely manner and that invoicing is accurate. Reviews contract documents and associated worksheets to make sure they meet department/company guidelines. Coordinates instruments shipping with field management based on availability Performs routine contract administration duties including filing documents related to customer contracts in accordance with department/company guidelines Assists with the preparation of files, documents and reports as needed Resolves customer issues pertaining to credit/claims for orders related to Reagent Rentals, instrument and reagent orders; Researches and decides on appropriate action for resolution Secondary Functions:
Performs other duties as assigned Budget Managed (if applicable) N/A Internal Networking/Key relationships
To be determined based on department needs, to include interactions such as:
• Other Customer Service Teams as needed (such as Customer Service Coordinators, Service Contract Coordinators, AccuTrak Coordinators)
• Technical Support
• Commercial Operations
• Field Service
• Warehouse/Operations
• Finance
Skills & Capabilities:
The ideal candidate for this position will exhibit the following skills and capabilities:
• Ability to multitask and prioritize effectively for business needs, learn new job requirements/functions
• Ability to thrive in a highly metric driven environment
• Strong attention to detail; detail-oriented
• Excellent written and verbal communication skills.
• Strong interpersonal skills; ability to manage customer issues, build relationships and cooperate with internal and external customers
Minimum Knowledge & Experience Required for the Position: Education: Associate Degree in Business or related field required. Bachelor's degree in Business Administration, Finance, or related field preferred, or equivalent experience Experience: Minimum of two years related experience in Customer Service Previous experience as Customer Service Coordinator a plus • Additional Skills/Knowledge: Basic Microsoft Office skills required. Basic pivot table knowledge a plus. Ability to navigate in an SAP ERP System preferred. Language: Fluency in English required. Fluency in French desirable. International Mobility: Required: No Travel Requirements: Approximately 5% of time If you are interested in constantly learning and being challenged on a daily basis, we encourage you to submit your resume or CV.
Werfen appreciates and values diversity. We are an Equal Opportunity/Affirmative Action Employer M/F/D/V.
We operate directly in over 30 countries, and in more than 100 territories through distributors. Annual revenue is approximately $2 billion and more than 5,000 employees around the world comprise our Werfen team.
