CUSTOMER SERVICE GLOBAL PROCESS OWNER (GPO)

Introduction Werfen is a growing, family-owned, innovative company founded in 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 strong.
Overview The Customer Service Global Process Owner (GPO) functions as the chief architect, teacher, conductor and, when required, the enforcer of the customer service processes.
This role is required before, during and after the rollout of any customer service process.
A successful process definition requires an effective process owner.
This process owner is the architect behind working cross-functionally and benchmarking among industry peers and thought leaders to tailor the most appropriate customer service processes to achieve management objectives.
He/She will maintain truly standardized and efficient processes in the customer service area around the world.
In order to ensure that business process outcomes are in line with O2C’s strategic goals.
GPO ensures best practice sharing across countries / markets and divisions and defines and implements continuous improvement measures into the process that can impact results, enhance profitability and assist to meet Werfen’s business objectives.
Being change leader, She/He engages, inspires and empowers global community members to provide input to a continuous improvement process.
Responsibilities Key Accountabilities Architect of the customer service processes Be the Functional Expert on customer service processes, methodologies and its application in SAP tool Design and improve managed process ensuring compliance to applicable regulations.
Drive process related innovations and document the process.
Drive process implementation, adherence and change management.
Tailoring the most appropriate customer service processes to be embraced by the organization to achieve management objectives.
Guardian of the overall standard and health of the processes and transformationals or continuous improvement changes.
Participate to steering bodies to steer and monitor the development and implementation of process improvements and scope changes.
Oversee the development and update of respective training materials for respective process group.
Working cross-functionally Benchmarking among industry peers Responsible for implementing changes and handover to Local or Regional Customer Service Manager in the business.
Networking/Key relationships Role needs to establish relationship with key roles whether through the operational teams or through other process owners, PMO and COEs.
Requires frequent interaction with the members of the supply chain, mainly in the customer service area, including the director, managers, team leaders and representatives.
Additionally, this role communicates regularly with Werfen affiliates, mainly sales, finance, technical service, logistics (including transportation and warehousing), accounts receivable and planning to resolve doubts and issues, and ensure that customer expectations are met.
Qualifications Minimum Knowledge & Experience required for the position.
This role requires a bachelor’s degree in supply chain management, logistics, business administration, engineering or a related field.
This role requires three to five years’ experience in customer service and/or order management and one to two years’ prior supervisory/managerial experience.
Speaks fluent local language and English.
Spanish highly recommended and other languges will be a plus Skills & Capabilities.
The ideal candidate demonstrates the following traits.
Focuses relentlessly on customers Works well under pressure Works well in teams Pays attention to details The ideal candidate has the following competencies and skills.
Soft Skills.
Communication skills, including verbal, written and presentation Interpersonal skills, including the skill of persuasion Analytical and problem-solving skills, including the ability to conduct a root cause analysis Project management skills Conflict management skills Ability to coach and advise team members Ability to provide actionable and well-supported recommendations Ability to multitask Hard Skills.
Proficient inrelevant software, such as Microsoft Office and order entry systems Understanding of order management processes   Travel requirements.
Up to 10% 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.
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erfen.
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