Location field must contain 'city, state' or a zip code to perform a radius search (e.g., Denver, CO or 46122 ). City and state must be separated by a comma followed by a space (e.g., Houston, TX )
West Pharmaceutical Services Customer Engagement Specialist, EMEA in Dublin, Ireland
Requisition ID: 68707
Date: Mar 26, 2025
Location:
Department: Customer Service
Description:
Who We Are:
At 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 Summary:
This 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 Responsibilities:
1. Aligning with Global counterparts to create one global customer experience
2. Serving as SPOC for all customer relationship matters within the assigned accounts
3. Identifying key customer stakeholders and develop strategies to build trusted advisor relationships with them
4. Maintaining a regular interaction with assigned accounts to proactively identify potential issues and additional potential opportunities
5. Champion for Customer Experience Improvement in close cooperation with Digital Customer Experience unit
6. Sustaining a sense of urgency across the organization to solve customer issues
7. Customer Satisfaction, as measured by NPS (Net Promoter Score)
8. Handling daily customer interactions professionally and patiently by phone and email
9. Working closely with Technical Customer Support and Sales Account Managers including participation in business reviews, customer specific projects, supply chain meetings etc
10. Informing customers of interruptions to order schedule and review next best outcome together
11. Assisting in providing reporting to customer: open order schedules, forecast, lead time reports, and sales history, following up on transport queries, Track and Trace
12. Assisting in resolving invoicing discrepancies with internal AR, supporting the Dunning process
13. Process owner for Customer Dialogue whilst still maintaining common sense approach to simple tasks
14. Performs other duties as assigned
Education:
High School Diploma GED, vocational training (apprenticeship) or appropriate professional experience can be substituted required
Work Experience:
Knowledge or experience with ERP tools like SAP with Sales and Distribution required
Up to 3 years of experience in client services or customer service required
2-3 years’ direct experience in customer interaction roles preferred
Preferred Knowledge, Skills and Abilities:
Working knowledge of MS Office or the willingness to learn it quickly
Ability to deliver great customer experience and to be invigorated by constant personal interaction
Strong learning capacity
Ability to work independently in global environment
Able to be aware of all relevant SOPs as per Company policy as they are related to the position covered by this Job Description
Able to comply with the company’s safety and quality policies at all times
Travel Requirements:
5%: Up to 13 business days per year
Physical Requirements:
Sedentary-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.
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.
#J-18808-Ljbffr