West Pharma Sr Specialist Customer Success SAP Integration 

Germany, North Rhine – Westphalia 

38821228

Essential Duties and Responsibilities:

• Ensuring touchpoints with the customer are handled in an efficient manner throughout their journey
• Supporting the Customer Experience team to connect with value to our customers, analog and digitally
• Identifying key stakeholders and contribute to developing strategies to build trusted advisor relationship with them and providing guidance to more junior team members in this area.
• Assisting in Customer projects, verifying need and offering digital solutions
• Onboarding of new employees, training the wider global team on new processes and tools, managing LMS updates and adherence
• Standardization of processes and streamlining of the same, reducing manual intervention
• Conducting internal audits, updating procedures, creating consequent training plan
• Participating and answering audits for the Customer Success department, processing findings as advised
• Driving the adoption of the Online Webstore, OCR, and EDI
• Expanding the use of West Digital for all three groups within the department
• Increasing data adoption to enable to improve decision making process, tracking operational metrics

Education and Experience:

• Bachelor’s degree in business administration or equivalent and respective professional experience
• Min. 5 years’ experience in customer interaction roles Knowledge or experience with ERP tools like SAP with Sales and Distribution
• 1+ years' experience with SAP integration
• Experience with ISO 9001

Knowledge, Skills and Abilities:

• Excel skills on Expert Level
• Working knowledge of MS Office or the willingness to learn it quickly
• High proficient in written and spoken English
• Strong people skills – approachable, good listener, empathetic
• Strong communication and analytical skills
• Strong learning capacity
• Technically savvy and adept
• 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, must be able to express or exchange ideas with team members
• Must be able to understand direction and adhere to established procedures
• Able to multi-task, work under time constraints, problem solve, and prioritize
• Able to lean and apply new information or new skills
• Travel Requirements: 5% up to 13 business days per year