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West Pharma Customer Engagement Specialist EMEA Ireland, Dublin 383176610
07.02.2025
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 develop strategies to build trusted advisor relationships with them
- Maintaining a regular interaction with assigned accounts to proactively identify potential issues and additional potential opportunities
- Champion 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 and Trace
- Managing deviation agreements
- Assisting in resolving invoicing discrepancies with internal AR, supporting the Dunning process
- Process owner for Customer Dialogue whilst still maintaining common sense approach to simple tasks
- Performs other duties as assigned
Education
- High School Diploma GED, vocational training (apprenticeship) or appropriate professional experience can be substituted required
Work Experience
- Knowledge or experience with ERP tools like SAP with Sales and Distribution required and
- Minimum 3 years Up to 3 years of experience in client services or customer service required and
- Prefer 2-3 years’ direct experience in customer interaction roles preferred
Preferred Knowledge, Skills and Abilities
- 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
- 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 and quality policies at all times
Physical Requirements
Sedentary-Exerting up to 10lbs/4kgs of force occasionally, and/or negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.
Additional Requirements
- Able to routinely use standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines
- Must be able to communicate effectively with written and oral skills, make quick decisions, interpret data, read and write, speak in front of groups, express and exchange ideas, understand direction and adhere to procedures
- Organizational skills will enable planning, prioritization and achievement of goals especially of importance for the successful execution of related activities
- Position operates in a professional office environment. May stand or sit for extended periods of time
- Read and interpret data, information and documents
- Must maintain the ability to work well with others in a variety of situations
- Must be able to multi-task, work under time constraints, problem solve, and prioritize
- Ability to make independent and sound judgments
- Observe and interpret situations, analyze and solve problems
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