Title: Customer Success Operations Specialist

Requisition ID: 68389

Date: Jan 17, 2025

Location:

Eschweiler, North Rhine-Westphalia, DE

Department: Customer Service

Description:

At West, we’re a dedicated team that is connected by a purpose to improve patient lives that has been at the center of our Company for more than a century. Our story began when Herman O. West solved the problem of supplying penicillin in mass quantities to the US Government during World War 2. Through our work to deliver thousands of life-saving and life-enhancing injectable medicines to millions of patients daily, West’s indelible mark on the healthcare industry has just begun. A name started our story. How will yours help write our future?

There’s no better place to join an inclusive community of professionals with opportunities for lifelong learning, growth and development. Supported by benefit programs, we empower the physical, mental, emotional and financial health of our team members and their families.

We believe in giving back to help those in need in the communities where we live and work. And are equally committed to creating a healthier environment and planet through our sustainability efforts.

Job Summary

The Assoc, CS Operations is a process focused role, who works to increase the efficiency of the processes and workflows residing in the customer success organization. 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. This role thrives in a fast-paced environment, is focused 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. This role handles 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. This role 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 and Debit notes; DA‘s, notifications
Verifying orders which come in through the OCR queue or webstore
Taking care of Export and 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
Other duties as assigned

Education

High School Diploma GED or equivalent required

Work Experience

Minimum 3 years in client services or customer service required

Preferred Knowledge, Skills and Abilities

Knowledge or experience with ERP tools like SAP with Sales and Distribution
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 and quality policies at all times

Travel Requirements

5%: Up to 13 business days per year

Physical Requirements

Sedentary-Exerting up to 10lbs/4kgs of force occasionally, and/or negligible amount of force frequently or constantly to life, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.

Additional Requirements

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.