Specialist, Customer Service Operations

Overview

Specialist, Customer Service Operations role at West Pharmaceutical Services

Fixed Term Contract for 12 months.

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. West is committed to giving back to the communities where we live and work and to sustaining a healthier environment and planet through our sustainability efforts.

Job Summary

Customer Service Operations Specialist is a process-focused role that increases the efficiency of the processes and workflows within the customer success organization. The role operates independently with great attention to detail, maintains data quality and integrity in the system, and thrives in a fast-paced environment. It partners closely with the customer engagement team and acts as a trusted, reliable partner to ensure an excellent customer experience. The role handles all ERP-related aspects for proprietary business as well as contract manufacturing and analytical services, providing a solid base for a phenomenal customer journey. The role acts as an advocate for customers and collaborates across the company to deliver the best experience.

Essential Duties And Responsibilities

• Fostering a high-performance culture focused on efficiency, accountability, collaboration, and continuous improvement
• Supporting all inflowing requests for customer-related documents globally
• Managing orders end-to-end for standard orders, samples, and 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 that come in through the OCR queue or webstore
• Handling Export and Import activities as well as pricing-related tasks
• Initiating new customers through data creation and triggering item creation
• Updating customer master data and information records through SAP and providing copies of certifications, documents, etc. for customers
• Managing Document Control and CMIR, including shipping instructions
• Internal stakeholder relationship management (SCM/Ops/Quality/Shared Services)
• Liaising with plants and the wider supply chain to identify the best path when customer-requested dates cannot be met
• Collaborating with the customer experience unit supporting internal audit findings and projects for continuous improvement
• Other duties as assigned

Basic Qualifications

• High School Diploma, GED, or equivalent required
• 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 willingness to learn quickly
• Highly proficient in written and spoken English and one additional language used in our business areas
• Strong communication and people skills
• Ability to work independently in a global environment
• Understanding of Incoterms and Export/Commercial Documentation; awareness of relevant SOPs
• Compliance with the company's safety and quality policies at all times

Travel Requirements

5%: Up to 13 business days per year

Physical Requirements

Sedentary role with occasional lifting up to 10 lbs/4 kg; predominantly sedentary work requiring sitting

Additional Requirements

• Strong communication, quick decision-making, data interpretation, and ability to express ideas with team members
• Ability to understand direction and adhere to established procedures

Equal Opportunity

West is an equal opportunity employer. We value diversity and do not discriminate on the basis of race, religion, color, national origin, gender, sex, gender identity, sexual orientation, age, marital status, veteran status, or disability status. For accommodations to apply, please email Apply.Accommodation@westpharma.com. Where permitted by law, employment is contingent upon background screening and/or pre-employment drug screening.

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