Customer Engagement Specialist, Emea

3 days ago

Dublin, Dublin City, Ireland West Pharmaceutical Services, Inc Full time

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Requisition ID: 68343
Date: Jan 27, 2025
Location: Dublin, Leinster, IE
Department: Customer Service
Job DescriptionAt West, we're a dedicated team that is connected by a purpose to improve patient lives.
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.
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 SummaryThis is a client-facing role that works to engage and enable our customers by effectively managing their needs to create a differentiated customer experience.
As the trusted advisor and advocate for our customers, the Associate, Customer Engagement manages the relationship holistically, along with the account managers for their assigned customers throughout the sales lifecycle.
Essential Duties and ResponsibilitiesProviding 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 developing strategies to build trusted advisor relationships with them.Maintaining regular interaction with assigned accounts to proactively identify potential issues and opportunities.Championing Customer Experience Improvement in close cooperation with the Digital Customer Experience unit.Sustaining a sense of urgency across the organization to solve customer issues.Ensuring 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, and supply chain meetings.Informing customers of interruptions to order schedules and reviewing next best outcomes together.Assisting in providing reporting to customers: open order schedules, forecasts, lead time reports, and sales history, following up on transport queries, Track and Trace.Managing deviation agreements.Assisting in resolving invoicing discrepancies with internal AR, supporting the Dunning process.Process owner for Customer Dialogue whilst maintaining a common-sense approach to tasks.Performing other duties as assigned.EducationHigh School Diploma GED, vocational training (apprenticeship) or appropriate professional experience is required.Work ExperienceKnowledge or experience with ERP tools like SAP with Sales and Distribution required.Minimum 3 years of experience in client services or customer service required.Prefer 2-3 years of direct experience in customer interaction roles.Preferred Knowledge, Skills and AbilitiesWorking knowledge of MS Office or the willingness to learn it quickly.Ability to deliver great customer experience and be invigorated by constant personal interaction.Strong communication skills.Strong people skills – approachable, good listener, empathetic.Strong learning capacity.Ability to work independently in a global environment.Able to be aware of all relevant SOPs as per Company policy related to this position.Able to comply with the company's safety and quality policies at all times.Travel Requirements5%: Up to 13 business days per year.
Physical RequirementsSedentary-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.
Additional RequirementsAble to routinely use standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.Must be able to communicate effectively with written and oral skills, make quick decisions, interpret data, read and write, speak in front of groups, express and exchange ideas, understand direction and adhere to procedures.Organizational skills will enable planning, prioritization, and achievement of goals, especially important for the successful execution of related activities.Position operates in a professional office environment.
May stand or sit for extended periods of time.Read and interpret data, information, and documents.Must maintain the ability to work well with others in various situations.Must be able to multi-task, work under time constraints, problem-solve, and prioritize.Ability to make independent and sound judgments.Observe and interpret situations, analyze and solve problems.West is an equal opportunity employer and we value diversity at our company.
We 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.
If you have a special need that requires accommodation to apply to West, please send an email to ******.
Where permitted by law, an offer of employment with West Pharmaceutical Services, or any of its subsidiary or affiliate companies, is contingent upon the satisfactory completion of background screening and/or a pre-employment drug screening.

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