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Title:  Specialist, Customer Success Operations

Requisition ID:  47811
Date:  Jun 12, 2022
Location: 

Tempe, Arizona, US

Department:  Customer Service
Description: 

 

 

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:

In this role, you will be responsible for working directly with customers, account managers and directors on product quoting, scheduling, forecasting, and order fulfillment.

 

Essential Duties and Responsibilities:

  • Build positive business relationships with internal and external customers. Direct customer concerns to appropriate person and/or department. Ensure follow-through of customer issues. Interact with customer during plant tours and visits.  Maintain customer contact information, which can include working with the Finance Department to set up new customers and maintain current customer addresses.
  • Respond to customer requests. Initiate and drive resolutions to product issues, customer complaints, customer returns
  • Keep current with product line(s) and application(s) in order to support customer needs
  • Create and log customer quotes
  • Serve as main contact for customer purchase orders; process sales orders; generate and distribute reports
  • Participate in appropriate meetings
  • Manage open order due dates and interface with the warehouse to ensure production orders are shipped on time and in full
  • Provide information to Plant Controller and Plant Managers for monthly sales forecasts 
  • Depending on location requirements, enter engineering purchase orders.  Maintain engineering quote workbook, invoicing to terms of the quote along with invoicing through various stages of project at correct terms through completion of projects.
  • Daily interface with all key production team members including, but not limited to, Manufacturing Engineers, Quality Engineers, Tool Room Supervisor, Planner, and Shipping Team to ensure all are informed regarding status of customers’ product and orders
  • Send Advance Shipping Notices (ASN’s) to each customer after every shipment, as required
  • Provides a “Customer Service” attitude when interacting with internal and external customers while accomplishing work, production, and achieving quality standards
  • Other duties as assigned

 

Basic Qualifications: 

  • Education or Equivalent Experience: High School or equivalent
  • Associate degree or bachelor’s degree preferred
  • Experience: 0-3 years of experience
  • Minimum of six months experience as a Customer Service Representative or job function which resulted in regular customer interface

Preferred Knowledge, Skills and Abilities:

  • Experience with cGMPs is preferred
  • Ability to use Excel, Word programs
  • Must be able to operate and maintain office equipment (i.e. copy machines, multi-media, etc.).
  • Able to be aware of all relevant SOPs as per Company policy as they are related to the position covered by this Job Description
  • Support and contribute in Lean Sigma programs and activities towards delivery of the set target
  • Able to comply with the company’s safety policy at all times
  • Able to comply with the company’s quality policy at all times.

 

Travel Requirements:

  • None

 

Physical & Mental Requirements:

  • None

 

 

 

 

 

 

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.

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