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Customer Success Operations Specialist

West Pharmaceutical ServicesDublin, Leinster, IE

20 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