West Pharma Spec CS Customer Engagement EMEA 

Ireland, Dublin 

55153407

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 includingparticipation 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 & Trace
• Managing deviation agreements
• Assisting in resolving invoicing discrepancies with internal AR, supporting Dunning process
• Process owner for Customer Dialogue whilst still maintaining common sense approach to simple tasks

Education and Experience:

• Must be fluent in Italian, Spanish or French
• Knowledge or experience with ERP tools like SAP with Sales and Distribution
• 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