Title:  Analytics & Digital Solutions Specialist, Customer Success (m/f/d)

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.

The Specialist Analytics & Digital Solutions is a role focussed on automation and digitization, who works to ensure our customers receive best experience through digital integrations. Within this function the individual will collaborate with the customer engagement team to verify and answer customer needs and evaluate customer alternatives were appropriate. This function works closely work with CS operations to support highly effective turnaround of system reliant processes, monitoring the overall quality of the entire department and its procedures. The Specialist Analytics & Digital Solutions is driving to enhance the online interactions our customers have with West Customer Success and therefore is focussed on providing a fast, responsive and effective work environment for the Customer Success team. This role manages to operate independently with great attention to detail, providing detailed reporting and insight on SLA’s and KPI’s. Internally the Specialist Analytics & Digital Solutions runs internal audits and within this team handles all onboarding and training of new employees in the wider global group. Driving and streamlining systems and process automation as well process development in line with continuous improvement are the corner stones of this function.

Essential Duties and Responsibilities:

• Ensuring touchpoints with the customer are handled in an efficient manner throughout their journey
• Supporting the Customer Experience team to connect with value to our customers, analog and digitally
• Assisting in Customer projects, verifying need and offering digital solutions
• Onboarding of new employees, training the wider global team on new processes and tools, managing LMS updates and adherence
• Standardization of processes and streamlining of the same, reducing manual intervention
• Conducting internal audits, updating procedures, creating consequent training plan
• Participating and answering audits for the Customer Success department, processing findings as advised
• Contributing to the adoption of the Online Webstore, OCR, and EDI
• Expanding the use of West Digital for all three groups within the department
• Increasing data adoption to enable to improve decision making process, tracking operational metrics

Education and Experience:

• Bachelor’s degree or completed vocational training (apprenticeship) and respective professional experience
• Prefer 2-3 years’ experience in customer interaction roles
• Knowledge or experience with ERP tools like SAP with Sales and Distribution
• Experience with ISO 9001

Knowledge, Skills and Abilities:

• Excel skills on Expert Level
• Working knowledge of MS Office or the willingness to learn it quickly 
• Strong communication and analytical skills  
• Strong learning capacity
• Technically savvy and adept
• 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 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.