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Customer Success Operations Specialist

Customer Success Operations Specialist

West Pharmaceutical ServicesDublin, Leinster, IE
17 days ago
Job description

Job Summary

The Associate, Customer Success Operations is a process focused role, who works to increase the efficiency of the processes and workflows residing in the customer success organization. Within this function the individual manages to operate independently with great attention to detail, ensuring a high level of data quality and data integrity is maintained in the system. This role thrives in a fast-paced environment, is focused on accuracy and accountability, always ready to reach out and support the global team. This role will partner closely with the customer engagement team and as a trusted and reliable partner will ensure our customers receive the best experience. This role handles all Enterprise Resource Planning (ERP) related aspects for proprietary business as well as contract manufacturing and analytical services, to provide a solid base for a phenomenal customer journey. This role will be an advocate for our customers and work across the company to ensure that our customers receive the best experience.

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
  • 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
  • LI-DJ1

    Travel Requirements

    5% : Up to 13 business days per year

    Physical Requirements

    Sedentary-Exerting up to 10lbs / 4kgs of force occasionally, and / or negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.

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    Customer Specialist • Dublin, Leinster, IE