Manager, Customer Standing Orders

Introduction 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. Overview Job Summary The Manager of Customer Standing Orders is responsible for leading the team that sets up, maintains, and renews 12 month reagent standing orders to ensure uninterrupted supply and outstanding service for our in-vitro diagnostics customers. This role owns the end-to-end process from standing order entry through renewal and shipment readiness, ensuring all orders are in the system before the period of performance starts so customers receive timely shipments- and experience no gaps in service. Responsibilities Key Accountabilities Standing Order lifecycle ownership
Own the full standing order lifecycle: setup, validation, maintenance, changes, and monthly renewals.
Ensure all standing orders are renewed and active before the new period of performance to avoid service gaps.
Use reports and dashboards to identify trends, risks, and improvement opportunities in renewals continuity. Customer Experience & Escalation Management
Serve as the operational point of contact for issues and escalations related to standing orders.
Ensure timely, professional, and solution oriented- communication with customers and internal stakeholders. Process quality, Compliance & Operational Performance
Monitor renewal rate, processing timeliness, backlog, and fulfillment accuracy.
Create and execute action plans to improve KPIs and ensure adherence.
Maintain and continuously improve SOPs for standing order entry, renewal, exceptions, and communication flows.
Implement quality checks and documentation practices to support regulatory, audit and quality system requirements.
Lead efforts to evaluate, improve, and streamline existing standing order entry processes to increase efficiency, accuracy, and scalability. Leadership & Cross-Functional Collaboration
Lead, coach, and develop the Standing Orders team, including hiring, training, and performance management.
Provide day-to-day guidance, remove roadblocks, and build a high-performing customer focused culture. Networking/Key relationships This role requires strong cross-functional collaboration and regular interaction with multiple internal stakeholders:
Sales: Collaborates with Sales to proactively renew expiring standing orders, validate volumes and product mix against account expectations, and ensure commercial commitments are operationally feasible before renewal.
Contracts & Commercial Operations: Partners with Contracts & Commercial Operations to confirm that standing orders are aligned with current agreements, terms, and conditions, and that any amendments or new deals are translated quickly and accurately into the order setup.
Pricing & CRM Management: Works closely with Pricing and CRM administrators to maintain clean customer and material master data, ensuring that standing orders reflect correct pricing to avoid delays and credit/rebill activity.
Logistics: Coordinates with Logistics to confirm shipments and lead times, ensuring releases from standing orders are scheduled so product arrives within customer‑requested windows and without service interruptions.
Planning & Supply Chain Operations: Engages with Planning and Supply Chain to gather information about backorders and aligning inventory availability with customer consumption patterns. Qualifications Education & Experience
Bachelor’s degree in Business, Operations Management, Supply Chain, Life Sciences, or a related field, or equivalent practical experience.
5+ years of experience in customer service operations, order management, or operations in a medical device, invitro diagnostics, pharmaceutical or regulated industry.
2+ Prior experience leading or coordinating teams in an operational environment.
French spoken and written is preferred Technical & Functional Knowledge
Demonstrated success managing time‑sensitive order flows and renewals.
Clear written and verbal communication skills, including the ability to communicate expectations and changes to customers, sales, and internal partners.
Strong understanding of basic supply chain concepts: demand forecasting, inventory availability, lead times, and shipping requirements.
Experience working with service contracts, pricing rules, and contractual compliance, recurring supply programs or reagent subscription models in diagnostics or life sciences.
Solid working knowledge of ERP systems (SAP preferred), including service modules, sales orders, delivery notes, and billing processes.
Advanced proficiency in Excel and reporting tools; experience with BI platforms (e.g., Power BI, Qlik, or similar) is a plus.
Demonstrated experience in process documentation and continuous improvement, with the ability to analyze workflows and implement operational enhancements. Skills & Capabilities:
Strong analytical and problem solving skills, with the ability to interpret data and translate insights into actions.
Excellent organizational skills with the ability to manage multiple priorities in a fast-paced environment.
Clear and effective communication skills, both written and verbal, across technical and non-technical audiences.
Proven ability to work cross-functionally and influence even without direct authority.
Detail oriented with a strong focus on accuracy, compliance, and process discipline.
Continuous improvement mindset with a demonstrated ability to identify and implement operational efficiencies. Personal Attributes
High level of ownership and accountability.
Customer focused mindset, balancing operational efficiency with service quality.
Able to work effectively in a matrixed organization with multiple stakeholders and reporting lines.
Adaptable and resilient, with the ability to manage change and ambiguity. Travel requirements: Occasional travel within the U.S. and Canada may be required. This role is eligible for medical, dental, and vision insurance, 401k plan retirement benefits with an employer match, as well as paid vacation and sick leave. Our sales roles are eligible for participation in a commission plan and our management, and select professional roles, are eligible for a performance-based bonus. 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