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Title:  Team Lead, Customer Success, Analytics & Digital Solutions

Requisition ID:  61638
Date:  May 24, 2023

Dublin, Leinster, IE

Department:  Customer Service

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 Teamlead CS Operations will be responsible for leading all system-based ITO to OTR administration processes and the accurate and timely execution in line with SLA’s & KPI’s. Within this function the individual is responsible for providing leadership to the team as well as managing the day-to-day activities. This individual serves as a subject matter expert and point of escalation for system and process issues within CS Operations. This role will interface directly with the customer engagement team, supply chain, logistic, quality, and other West departments as necessary. As a senior role, this position is responsible that all orders, quotations, returns, credit & debit notes etc are handled correctly and meet all GMP requirements through making independent, time critical and relevant decisions on a daily basis.


Essential Duties and Responsibilities:

  • Fostering high performance culture, focused on efficiency, accountability, collaboration, and continuous improvement
  • Delegating and managing day to day priorities for the group including quotation & order entry, Returns, Credit & Debit notes for standard orders, samples, lab orders for proprietary business and contract manufacturing in the relevant ERP systems
  • Giving guidance on orders which come in through the OCR queue or webstore to ensure high quality of data
  • Overseeing the activities around Export & Import handling as well as pricing related activities, DA’s and notifications
  • Providing additional back up as necessary to enable the global CS Operations team to successfully meet the set turnaround times
  • Ensuring timely collaboration in the group around customer master set up, contribution to item creation, supply of documents & certificates as well as CMIR & Shipping instructions
  • Serving as the Subject Matter Expert in the team and provide training and coaching to new or junior personnel on topics outside of the standard framework
  • Conduct performance reviews, motivate, and guide the team according to mission of the Customer Success organization
  • Supporting investigations as appropriate to ensure compliance with West procedures
  • Providing audit support for both internal and external audits as the CS Operations subject matter expert in liaison with the CS Analytics & Digital Solutions unit
  • Apply required cGMP and / or SOX regulations and internal requirements
  • Owning close relations with stakeholder such as SCM/Ops/Quality/Shared Services to ensure our customer’s needs are met internally as well as externally
  • Collaborating to support the Customer Success mission to create a valuable, scalable and sustainable Customer Success organisation together with Customer engagement and CS Analytics and Digital Solutions


Education and Experience:

  • High school diploma or equivalency (e.g. completed vocational training) 
  • Up to 2- 3 years of experience in leading a team in client services or customer service  
  • Knowledge or experience with ERP tools like SAP with Sales and Distribution
  • Experience with ISO 9001


Knowledge, Skills and Abilities:

  • Highly proficient in written and spoken English
  • Ability to deliver great customer experience and to be invigorated by constant personal interaction 
  • Working knowledge of MS Office or the willingness to learn it quickly with Excel skills being on an intermediate level at minimum
  • Strong communication skills  
  • Strong people skills – approachable, good listener, empathetic 
  • Strong learning capacity
  • Ability to work independently in global environment
  • Understanding of Payment Terms, 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, 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  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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