Apply on Employer Site

West Pharmaceutical Services · 21 hours ago

Specialist, Customer Engagement

Exton, PA

Full-time

Hybrid

Mid Level

3+ years exp

West Pharmaceutical Services is a dedicated team focused on improving patient lives through innovative healthcare solutions. The Specialist, Customer Engagement is responsible for managing customer relationships and ensuring a differentiated customer experience by collaborating with various teams to address customer needs and improve satisfaction.

BiotechnologyHealth CareIndustrialManufacturingPackaging ServicesPharmaceutical

Responsibilities

Providing differentiating service for Strategic Accounts, owning our customers journey

Aligning with Global counterparts to create one global customer experience

Serving as SPOC for all customer relationship matters within the assigned accounts

Identifying key customer stakeholders and develop strategies to build trusted advisor relationships with them

Maintaining a regular interaction with assigned accounts to proactively identify potential issues and additional potential opportunities

Champion for Customer Experience Improvement in close cooperation with Digital Customer Experience unit

Sustaining a sense of urgency across the organization to solve customer issues

Customer Satisfaction, as measured by NPS (Net Promoter Score)

Handling daily customer interactions professionally and patiently by phone and email

Working closely with Technical Customer Support and Sales Account Managers including participation in business reviews, customer specific projects, supply chain meetings etc

Informing customers of interruptions to order schedule and review next best outcome together

Assisting in providing reporting to customer: open order schedules, forecast, lead time reports, and sales history, following up on transport queries, Track and Trace

Managing deviation agreements

Assisting in resolving invoicing discrepancies with internal AR, supporting the Dunning process

Process owner for Customer Dialogue whilst still maintaining common sense approach to simple tasks

Performs other duties as assigned

Qualification

ERP tools (SAP)Customer service experienceMS Office proficiencyCommunication skillsEmpathyIndependenceMulti-taskingProblem solvingOrganizational skills

Required

High School Diploma GED, vocational training (apprenticeship) or appropriate professional experience can be substituted

Knowledge or experience with ERP tools like SAP with Sales and Distribution required

3+ years of experience in client services or customer service required

Able to routinely use standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines

Must 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 procedures

Organizational skills will enable planning, prioritization and achievement of goals especially of importance for the successful execution of related activities

Position operates in a professional office environment. May stand or sit for extended periods of time

Read and interpret data, information and documents

Must maintain the ability to work well with others in a variety of situations

Must be able to multi-task, work under time constraints, problem solve, and prioritize

Ability to make independent and sound judgments

Observe and interpret situations, analyze and solve problems