West Pharma Specialist Customer Success Operations 

United States, Pennsylvania, West Whiteland Township 

641559727

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 & Debit notes; DA‘s, notifications
• Verifying orders which come in through the OCR queue or webstore
• Taking care of Export & 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

Basic Qualifications:

• High school diploma or equivalency(e.g. completed vocational training) or equivalent experience
• Prefer 3-5 years’ experience in client services or customer service roles

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

Travel Requirements:

• Must be able to travel up to 5% of the time, including internationally.

Physical and Mental Requirements:

• Sedentary - exerting force occasionally, and/or negligible amount of force frequently or constantly carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met
• Must be able to communicate effectively with written and oral skills, make quick decisions, interpret data, read & write, speak in front of groups, express & exchange ideas, understand direction and adhere to procedures
• Have Executive presence in front of groups, express & exchange complex ideas with clarity and simplicity
• Must maintain the ability to work well with others in a variety of situations, including matrix organization
• Must have advanced critical thinking skills
• Able to routinely use standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines
• Physically able to travel by all common modes of transportation, including air, train, automobile, and bus
• Able to perform well in high-stress, time-sensitive work environment, including scrutiny by executive-level management
• Maintain the ability to work well with others in a variety of situations
• Able to multi-task, work under time constraints, problem solve, and prioritize
• Able to learn and apply new information or new skills