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Working at West means having an opportunity to work by the side of our patients and customers, our global team members and the communities in which we operate – which all help contribute to a Healthier World.
At West, we are by the side of patients. The work we do impacts patients’ lives each and every day – our products are a critical part of healthcare delivery and we are proud of the role we play to improve patient health. We work by the side of our team members. We come together as one global team to deliver for our customers and help them address their challenges. We are a diverse, close-knit community of professionals, where everyone has a voice and opportunity to learn and grow through mutual trust and respect. With a 95 year plus history, we have a track record for success, which includes reported sales of $2.14B in 2020. We serve by the side of our community. Giving back is in our DNA—our team members across more than 50 sites globally are involved with hundreds of charities that have special meaning to them through our West Without Borders team member-led giving program.
Job Summary:
The Customer Engagement Specialist is a client-facing role, who 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 Customer Engagement Specialist manages the relationship along with the account managers for their assigned customers throughout the sales lifecycle. The Customer Engagement Specialist 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 Customer Engagement Specialist 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:
- 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 & Trace
- Managing deviation agreements
- Assisting in resolving invoicing discrepancies with internal AR, supporting Dunning process
- Process owner for Customer Dialogue whilst still maintaining common sense approach to simple tasks
Education and Experience:
- Must be fluent in Italian, Spanish or French
- Knowledge or experience with ERP tools like SAP with Sales and Distribution
- High school diploma or equivalency
- Up to 3 years of experience in client services or customer service
- 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 communication skills
- Strong people skills – approachable, good listener, empathetic
Preferred Knowledge, Skills and Abilities:
- Prefer 2-3 years’ direct experience in customer interaction roles
- 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 policy at all times
Physical & Mental Requirements:
- Sedentary environment
- Communication, quick decision making, interpreting data, reading or writing, public speaking - must be able to express or exchange ideas with team members
- Must be able to understand direction and adhere to established procedures
West is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sex, gender identity, sexual orientation, age, marital status, veteran status, or disability status. If you have a special need that requires accommodation in order to apply to West, please send an email to Apply.Accommodation@westpharma.com. Where permitted by law, an offer of employment with West Pharmaceutical Services, or any of its subsidiary or affiliate companies, is contingent upon the satisfactory completion of background screening and/or a pre-employment drug screening.
