Spec, CS, Customer Engagement, EMEA

3 months ago

Dublin, Ireland West Pharmaceutical Services Full time

Job Summary

:

The Customer Engagement Specialist is a client-facing role, who works to engage and enable our customers by effectively managing the customer’s needs to truly create a differentiated customer experience. As the trusted advisor and advocate for our customers, the Customer Engagement Specialist manages the relationship along with the account managers for their assigned customers throughout the sales lifecycle. The Customer Engagement Specialist is a self-starter who is an effective communicator and able to transfer the customers’ requirements to all parties involved. This role will partner with Account Managers, Technical Customer Services, Demand Planning, Sales Operations and Supply chain/Operations to manage an integrated, complementary account management strategy focused on phenomenal customer satisfaction. Within West the Customer Engagement Specialist will be an advocate for their customers and work across the company to ensure that their customers receive the best experience.

Essential Duties and Responsibilities:

Providing 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 develop strategies to build trusted advisor relationships with them Maintaining a regular interaction with assigned accounts to proactively identify potential issues and additional potential opportunities Champion for Customer Experience Improvement in close cooperation with Digital Customer Experience unit Sustaining a sense of urgency across the organization to solve customer issues 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, supply chain meetings etc Informing customers of interruptions to order schedule and review next best outcome together.  Assisting in providing reporting to customer: open order schedules, forecast, lead time reports, and sales history, following up on transport queries, Track & Trace Managing deviation agreements Assisting in resolving invoicing discrepancies with internal AR, supporting Dunning process Process owner for Customer Dialogue whilst still maintaining common sense approach to simple tasks

Education and Experience:

Must be fluent in Italian, Spanish or French Knowledge or experience with ERP tools like SAP with Sales and Distribution High school diploma or equivalency Up to 3 years of experience in client services or customer service Working knowledge of MS Office or the willingness to learn it quickly  Ability to deliver great customer experience and to be invigorated by constant personal interaction  Strong communication skills Strong people skills – approachable, good listener, empathetic 

Preferred Knowledge, Skills and Abilities:

Prefer 2-3 years’ direct experience in customer interaction roles Strong learning capacity Ability to work independently in global environment 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

#LI-RC1

West embraces diversity and equality of opportunity. We foster an environment where all individuals are safe, treated fairly, valued and respected. We do not discriminate on the basis of race, religion, color, national origin, gender, sex, gender identity, sexual orientation, age, marital status, veteran status, disability status or other applicable legally protected characteristics. Where permitted by law, employment with West Pharmaceutical Services, Inc. or any of its subsidiary or affiliate companies, is contingent upon the satisfactory completion of post-offer background screening and/or drug screening.

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