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Title:  Customer Engagement Specialist EMEA (hybrid) (m/f/d)

Requisition ID:  61465
Date:  Sep 20, 2023

Eschweiler, North Rhine-Westphalia, DE

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.


Location: Eschweiler, NRW, Germany (hybrid working)

Reason for open role: Replacement

Contract details: Permanent, Full-Time

Start date: asap

Contact person: Katharina Steffens


Job Summary:

The Specialist Customer Engagement is a client-facing role, who works to engage and enable our customers by effectively managing the customer’s needs to truly create a differentiated customer experience. Within West the Customer Engagement Specialist 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
  • Identifying key customer stakeholders and contribute to developing strategies to build trusted advisor relationships with them
  • Maintaining a regular interaction with assigned accounts to proactively identify potential issues and suggest additional potential opportunities
  • Striving for Customer Experience Improvement in close cooperation with Digital Customer Experience unit
  • Sustaining a sense of urgency across the organization to solve customer issues
  • Working closely with Technical Customer Support and Sales Account Managers including participation in business reviews, customer specific projects, supply chain meetings etc
  • Process owner for Customer Dialogue whilst still maintaining common sense approach to simple tasks



  • Bachelor’s degree in business administration or apprenticeship as business clerk
  • Minimum 5 years of experience in client or customer service or in customer interaction roles
  • Profound knowledge in MS Office, experience with SAP or Power BI preferrable
  • Highly proficient in written and spoken English plus another European language preferably Italian, French, or Spanish
  • Ability to deliver great customer experience and to be invigorated by constant personal interaction
  • Strong communication skills and learning capacity
  • Ability to deal with change
  • Strong interest in involvement and self-development


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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