Title:  Customer Success Specialist, Operations

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 CS Operations Specialist is a process focused role, who works to increase the efficiency of the processes and workflows residing in the customer success organisation. Within this function the individual manages to operate independently with great attention to detail, ensuring a high level of data quality and data integrity is maintained in the system. The CS Operations Specialist is a diligent individual who thrives in a fast-paced environment, is focussed on accuracy and accountability, always ready to reach out and support the global team. This role will partner closely with the customer engagement team and as a trusted and reliable partner will ensure our customers receive the best experience. Internally the CS Operations Specialist is handling all ERP related aspects for proprietary business as well as contract manufacturing and analytical services, to provide a solid base for a phenomenal customer journey. Internally, the CS Operations Specialist, as part of the broader Customer Success organisation, will be an advocate for our customers and work across the company to ensure that our customers receive the best experience.

Essential Duties and Responsibilities:

• Fostering high performance culture, focused on efficiency, accountability, collaboration, and continuous improvement
• Supporting all inflowing requests for customer related documents globally
• Managing orders accurately End to End for standard orders, samples, lab orders for proprietary business and contract manufacturing in the relevant ERP system
• Issuing Quotations, Order acknowledgements, Returns, Credit & Debit notes; DA‘s, notifications
• Verifying orders which come in through the OCR queue or webstore
• Taking care of Export & Import handling as well as pricing related activities,
• Initiating new customers through data creation, triggering Item creation
• Updating customer master data and information records through SAP as well as providing copies of certifications, documents etc. for customers. 
• Handling Document Control, CMIR incl. Shipping instructions
• Internal Stakeholder relationship management (SCM/Ops/Quality/Shared Services)
• Liaising with plants and wider supply chain to identify best way forward in case the customer requested dates cannot be met
• Cooperation with the customer experience unit supporting internal audit findings and projects for continuous improvement

Education and Experience:

• High school diploma or equivalency (e.g. completed vocational training) 
• Experience in client services or customer service   
• Prefer 2-3 years’ experience in customer interaction roles
• Knowledge or experience with ERP tools like SAP with Sales and Distribution

Knowledge, Skills and Abilities:

• Working knowledge of MS Office or the willingness to learn it quickly 
• Highly proficient in written and spoken English and one further language of our business areas
• Strong communication skills  
• Strong people skills – approachable, good listener, empathetic 
• Strong learning capacity
• Ability to work independently in global environment
• Understanding of Incoterms and Export/Commercial Documentation 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 and Travel Requirements

• Sedentary environment
• Communication, quick decision making, interpreting data, reading or writing, 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.