Specialist, Customer Success Operations

4 weeks ago

Exton, United States West Pharmaceutical Services Full time

Requisition ID: 66140- Date: Jun 10, 2024- Location: Exton, Pennsylvania, US- Department: Customer Service- Description:
At West, we’re a dedicated team that is connected by a purpose to improve patient lives that has been at the center of our Company for more than a century. Our story began when Herman O. West solved the problem of supplying penicillin in mass quantities to the US Government during World War 2. Through our work to deliver thousands of life-saving and life-enhancing injectable medicines to millions of patients daily, West’s indelible mark on the healthcare industry has just begun. A name started our story. How will yours help write our future?

There’s no better place to join an inclusive community of professionals with opportunities for lifelong learning, growth and development. Supported by benefit programs, we empower the physical, mental, emotional and financial health of our team members and their families.

We believe in giving back to help those in need in the communities where we live and work. And are equally committed to creating a healthier environment and planet through our sustainability efforts.

**Job Summary**:
The CS Operations Specialist is a process focused role, who works to increase the efficiency of the processes and workflows residing in the customer success organisation. 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. The CS Operations Specialist is a diligent individual who thrives in a fast-paced environment, is focussed 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. Internally the CS Operations Specialist is handling all ERP related aspects for proprietary business as well as contract manufacturing and analytical services, to provide a solid base for a phenomenal customer journey. Internally, the CS Operations Specialist, as part of the broader Customer Success organisation, 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 & 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

**Education and Experience**:

- High school diploma or equivalency (e.g. completed vocational training)
- Experience in client services or customer service
- Prefer 2-3 years’ 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
- 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 policy at all times

**Physical and Travel Requirements**
- Sedentary environment
- 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

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