Title: Customer Engagement Specialist, EMEA

Requisition ID: 68343

Date: Jan 27, 2025

Location:

Dublin, Leinster, IE

Department: Customer Service

Description:

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

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

Additional Responsibilities

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 and
Minimum 3 years Up to 3 years of experience in client services or customer service required and
Prefer 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 communication skills
Strong people skills – approachable, good listener, empathetic
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

License and Certifications

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.

Additional Requirements

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

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.