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West Pharma Specialist Customer Success Engagement EMEA 
Germany, North Rhine – Westphalia 
752437472

26.07.2024

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 contribute to developing strategies to build trusted advisor relationships with them
  • Maintaining a regular interaction with assigned accounts to proactively identify potential issues and suggest additional potential opportunities
  • Striving 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 & Trace
  • Managing deviation agreements
  • Assisting in resolving invoicing discrepancies with internal AR
  • Process owner for Customer Dialogue whilst still maintaining common sense approach to simple tasks

Education and Experience:

  • Bachelor’s degree or completed vocational training (apprenticeship)with respective professional experience
  • Up to 3 years of experience in client services or customer service
  • Prefer 2-3 years’ direct experience in customer interaction roles
  • Knowledge or experience with ERP tools like SAP with Sales and Distribution

Knowledge, Skills and Abilities:

  • 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
  • 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 policy at all times

Physical and Travel Requirements

  • Sedentary environment
  • Communication, quick decision making, interpreting data, reading or writing, public speaking -- must be able to express or exchange ideas with team members
  • Must be able to understand direction and adhere to established procedures