Specialist, CS, Customer Engagement

DescriptionAt West, we’re a dedicated team that is connected by a purpose to improve patient lives that has been at the center of our Company for more than a century. Our story began when Herman O. West solved the problem of supplying penicillin in mass quantities to the US Government during World War 2. Through our work to deliver thousands of life-saving and life-enhancing injectable medicines to millions of patients daily, West’s indelible mark on the healthcare industry has just begun. A name started our story. How will yours help write our future?There’s no better place to join an inclusive community of professionals with opportunities for lifelong learning, growth and development. Supported by benefit programs, we empower the physical, mental, emotional and financial health of our team members and their families.We believe in giving back to help those in need in the communities where we live and work. And are equally committed to creating a healthier environment and planet through our sustainability efforts.Job SummaryThis is a client facing role that works to engage and enable our customers by effectively managing the customer's needs to truly create a differentiated customer experience. As the trusted advisor and advocate for our customers, the Assoc, Customer Engagement manages the relationship holistically, along with the account managers for their assigned customers throughout the sales lifecycle. The Assoc, Customer Engagement is a self-starter who is an effective communicator and able to transfer the customers' requirements to all parties involved. This role will partner with Account Managers, Technical Customer Services, Demand Planning, Sales Operations and Supply chain/Operations to manage an integrated, complementary account management strategy focused on phenomenal customer satisfaction. Within West the Assoc, Customer Engagement will be an advocate for their customers and work across the company to ensure that their customers receive the best experience.Essential Duties And ResponsibilitiesProviding differentiating service for Strategic Accounts, owning our customers journeyAligning with Global counterparts to create one global customer experienceServing as SPOC for all customer relationship matters within the assigned accountsIdentifying key customer stakeholders and develop strategies to build trusted advisor relationships with themMaintaining a regular interaction with assigned accounts to proactively identify potential issues and additional potential opportunitiesChampion for Customer Experience Improvement in close cooperation with Digital Customer Experience unitSustaining a sense of urgency across the organization to solve customer issuesCustomer Satisfaction, as measured by NPS (Net Promoter Score)Handling daily customer interactions professionally and patiently by phone and emailWorking closely with Technical Customer Support and Sales Account Managers including participation in business reviews, customer specific projects, supply chain meetings etcInforming customers of interruptions to order schedule and review next best outcome togetherAssisting in providing reporting to customer: open order schedules, forecast, lead time reports, and sales history, following up on transport queries, Track and TraceManaging deviation agreementsAssisting in resolving invoicing discrepancies with internal AR, supporting the Dunning processProcess owner for Customer Dialogue whilst still maintaining common sense approach to simple tasksPerforms other duties as assigned EducationBachelor’s degree or completed vocational training (apprenticeship) and respective professional experience, vocational training (apprenticeship) or appropriate professional experience can be substituted requiredWork ExperienceKnowledge or experience with ERP tools like SAP with Sales and Distribution required andMinimum 3 years Up to 3 years of experience in client services or customer service required andPrefer 2-3 years’ direct experience in customer interaction roles preferred Preferred Knowledge, Skills And AbilitiesWorking knowledge of MS Office or the willingness to learn it quicklyAbility to deliver great customer experience and to be invigorated by constant personal interactionStrong communication skillsStrong people skills – approachable, good listener, empatheticStrong learning capacityAbility to work independently in global environmentAble to be aware of all relevant SOPs as per Company policy as they are related to the position covered by this Job DescriptionAble to comply with the company’s safety and quality policies at all times Travel Requirements5%: Up to 13 business days per yearPhysical RequirementsSedentary-Exerting up to 10lbs/4kgs of force occasionally, and/or negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.Additional RequirementsAble to routinely use standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machinesMust be able to communicate effectively with written and oral skills, make quick decisions, interpret data, read and write, speak in front of groups, express and exchange ideas, understand direction and adhere to proceduresOrganizational skills will enable planning, prioritization and achievement of goals especially of importance for the successful execution of related activitiesPosition operates in a professional office environment. May stand or sit for extended periods of timeRead and interpret data, information and documentsMust maintain the ability to work well with others in a variety of situationsMust be able to multi-task, work under time constraints, problem solve, and prioritizeAbility to make independent and sound judgmentsObserve and interpret situations, analyze and solve problems West embraces diversity and equality of opportunity. We foster an environment where all individuals are safe, treated fairly, valued and respected. We do not discriminate on the basis of race, religion, color, national origin, gender, sex, gender identity, sexual orientation, age, marital status, veteran status, disability status or other applicable legally protected characteristics. Where permitted by law, employment with West Pharmaceutical Services, Inc. or any of its subsidiary or affiliate companies, is contingent upon the satisfactory completion of post-offer background screening and/or drug screening.