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Title:  Specialist, Customer Engagement NAM

Requisition ID:  52412
Date:  Aug 5, 2022

Exton, Pennsylvania, US

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:

The Customer Success Specialist 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 Success Specialist manages the relationship along with the account managers for their assigned customers throughout the sales lifecycle. The Customer Success Specialist is a self-starter who is detail-oriented, an effective communicator, and thrives in a fast-paced environment. 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. Internally, the customer success 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:

  • Partners with all Customers to drive business value and ensure customer adoption
  • Fosters high performance culture, focused on engagement, accountability, collaboration, and continuous improvement to own order management end to end from customer submission through fulfillment
  • Align with Global counterparts to create one global customer experience
  • Build strong relationships and collaboration, managing trusted stakeholder relationships internally and externally.
  • Serve as the lead point of contact for all Customer relationship matters within your assigned accounts
  • Identify key customer stakeholders and develop strategies to build trusted advisor relationships with them
  • Maintain a regular cadence of interaction with assigned accounts to proactively identify potential issues and additional potential opportunities
  • Sustain a sense of urgency across the organization to solve customer issues
  • Provide regular reporting to key internal stakeholders on the health or your accounts
  • Customer Satisfaction, as measured by NPS (Net Promoter Score)
  • Professionally and patiently handles daily customer interactions by phone and email during assigned work hours. 
  • Accurately enters Purchase Orders into SAP or relevant ERP and maintains orders from entry through to invoicing.  
  • Works closely with Technical Customer Support and Sales Account Managers including basic customer meetings and visits. 
  • Initiates new customers through data creation, credit process, and first order entry and procures customer invoice and customer payment. 
  • Informs customers of interruptions to order schedule and inform manufacturing plant of customer’s requests. 
  • Assists in providing reporting to customer: open order schedules, lead time reports, and sales history 
  • Assists in resolving invoicing discrepancies with internal AR. 
  • Updates customer master data and information records through SAP as well as provides copies of certifications, documents to customers. 
  • Handles routine and standard customer interactions and for more complex or escalated matters, seeks for assistance from management.   


Basic Qualifications: 

  • Knowledge or experience with ERP tools like SAP with Sales and Distribution
  • Understanding of Incoterms and Export/Commercial Documentation
  • Strong Analytical tools experience
  • High school diploma or equivalency  
  • Up to 3 years of experience in client services or customer service  
  • Working knowledge of MS Office or the willingness to learn it quickly 
  • Ability to deliver great customer experience and to be invigorated by constant personal interaction 
  • Strong communication skills  
  • Strong people skills – approachable, good listener, empathetic 


Preferred Knowledge, Skills and Abilities:

  • Prefer 2-3 years’ direct experience in customer interaction roles
  • 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 & Mental Requirements:

  • Must be able to work in a 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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