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Title:  Specialist, Customer Success, Customer Engagement, EMEA

Requisition ID:  64335
Date:  May 4, 2024

Eschweiler, North Rhine-Westphalia, DE

Department:  Customer Service


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 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. As the trusted advisor and advocate for our customers, the Customer Engagement Specialist manages the relationship holistically, along with the account managers for their assigned customers throughout the sales lifecycle. The Customer Engagement Specialist is a self-starter who is an effective communicator and able to transfer the customers’ requirements to all parties involved. This role will partner with Account Managers, Technical Customer Services, Demand Planning, Sales Operations and Supply chain/Operations to manage an integrated, complementary account management strategy focused on phenomenal customer satisfaction. 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
Aligning with Global counterparts to create one global customer experience
Serving as SPOC for all customer relationship matters within the assigned accounts
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
Customer Satisfaction, as measured by NPS (Net Promoter Score)
Handling daily customer interactions professionally and patiently by phone and email
Working closely with Technical Customer Support and Sales Account Managers including participation in business reviews, customer specific projects, supply chain meetings etc
Informing customers of interruptions to order schedule and review next best outcome together.
Assisting in providing reporting to customer: open order schedules, forecast, lead time reports, and sales history, following up on transport queries, Track & Trace
Managing deviation agreements
Assisting in resolving invoicing discrepancies with internal AR
Bachelor’s degree or completed vocational training (apprenticeship) with respective professional experience
Up to 3 years of experience in client services or customer service
Prefer 2-3 years’ direct experience in customer interaction roles
Knowledge or experience with ERP tools like SAP with Sales and Distribution

Knowledge, Skills and Abilities:
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
Ability to deliver great customer experience and to be invigorated by constant personal interaction
Strong communication skills
Strong people skills – approachable, good listener, empathetic
Strong learning capacity
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, 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 embraces diversity and equality of opportunity. We foster an environment where all individuals are safe, treated fairly, valued and respected. We do not discriminate on the basis of race, religion, color, national origin, gender, sex, gender identity, sexual orientation, age, marital status, veteran status, disability status or other applicable legally protected characteristics. Where permitted by law, employment with West Pharmaceutical Services, Inc. or any of its subsidiary or affiliate companies, is contingent upon the satisfactory completion of post-offer background screening and/or drug screening.  

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