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West Pharma Customer Success Operations Specialist Germany, North Rhine – Westphalia 368459585
17.01.2025
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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
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
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