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Title:  Specialist, CS Customer Engagement

Requisition ID:  45473
Date:  Apr 20, 2022

Dublin, Leinster, IE

Department:  Order Management



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:

In this role the job holder will will be a member and key contributor to the regional customer success department.  This department is the customer facing pillar of the commercial organization focused on creating an integrated relationship with each end customer bridging demand with supply for daily optimization of the manufacturing network while creating one global customer experience


Essential Duties and Responsibilities:

  • Order Management: Fulfillment of customer purchase orders (internal and external customers) based on objective of on-time/in full delivery, inclusive post-delivery support such as complaint and returns
  • Customer response: Provide timely, accurate and competent response to all order related customer inquiries
  • Order Management key user: Act as key user for assigned Order Management area (e.g. dropship process, consignment etc.) and act as central contact, caretaker and promoter of corresponding best practices within WEST
  • Order Management team member: Actively represent Order Management and its values internally and externally. Participate in team meetings and events and contribute to positive team spirit
  • Support and live WEST Enterprise Strategy: Actively support and integrate WEST corporate strategy into daily Order Management operations (e.g. Segmentation, Globalization etc.)
  • WEST employee: Be aware about responsibility to act in accordance with the company’s quality policies and procedures (ISO / GMP requirements).  Handle customer requests regarding the OM process (e.g. lead times, missing OM documents, shipment tracking numbers)
  • Order reception, receipt acknowledgement, check, entry, entry acknowledgement
  • Availability check (with production planner or 3rd parties), check for feasibility and rules and segmentation. Potentially negotiate with planner and / or customers
  • Order confirmation (material, quantity, dates etc.) to customers
  • Coordination of order changes in accordance to applicable/available rules and regulations (e.g. segmentation, frozen horizons etc.)
  • Order/delivery status monitoring and order backlog management
  • Processing / coordination of customer complaints according to QA complaint strategy
  • Processing / coordination of required product returns / destruction / rework etc.
  • Processing / coordination of required credit notes, debit notes, invoice corrections, proforma invoices, dunning (starting 2nd level)
  • Processing and Downpayment orders with customers as well as general set and release of credit blocks in collaboration with Accounting
  • Collaboration with Shipping / Exports experts on preparation of import and export documentation (e.g. letter of credit, declarations etc.)
  • Master data: maintenance of all Order Fulfillment related master data according to data governance rules  



Education and Experience:

  • Minimum: Apprenticeship in Business Administration
  • More than 5 years’ experience in Customer Service / Order Fulfillment environment



Knowledge, Skills and Abilities:

  • Language: Italian/Spanish/French, fluent English
  • Very good knowhow of SAP SD and the basic master data concepts
  • Proficiency in MS office (Word, Excel, PowerPoint)
  • Experience and motivation to work in an international, cross-functional environment
  • Team player actively contributing to positive team spirit
  • Excellent verbal and written communication skills
  • Precise working style and attention to details and quality
  • Self-Organization, time management and prioritization 
  • Export knowledge will be an advantage



Quality and Safety Standards:

  • Support and contribute in Lean Sigma programs and activities towards delivery of the set target
  • According to the principles of health and safety at work (substantiated by the Safety Leadership Statement), the job holder is aware of his/her particular responsibility regarding work safety and acts accordingly at all times
  • Able to comply with the company’s quality policy at all times
    • The job holder is aware of his/her special responsibility for quality according to the company’s quality policy and conducts his/her activities in accordance with the company quality policy at all times
    • The job holder respects all specifications arising from the cGMP requirements and from the specifications DIN ISO 15378 and DIN EN ISO 9001 as per its current state and also as it applies to any future amendments. Support and contribute in Lean Sigma programs and activities towards delivery of the set target








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.

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