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Customer Success Operations Specialist (m / f / d)

West Pharmaceutical Services, Inc. is a leading manufacturer of packaging components and delivery systems for injectable drugs and healthcare products. Working by the side of its customers from concept to patient, West creates products that promote the efficiency, reliability and safety of the world's pharmaceutical drug supply. West is headquartered in Exton, Pennsylvania, and supports its customers from locations in North and South America, Europe, Asia and Australia. West's 2020 sales of $2.14 billion reflect the daily use of approximately 112 million of its components and devices which are designed to improve the delivery of healthcare to patients around the world.

Location : Eschweiler, NRW, Germany

Department : Customer Service

Job Summary

The Customer Success Operations Specialist 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 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.

• Fostering a high performance culture, focused on efficiency, accountability, collaboration, and continuous improvement
• Supporting all inflowing requests for customer-related documents globally
• Managing orders accurately from 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 and 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

Work Experience

Preferred Knowledge, Skills and Abilities

by this job description

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 life, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.

Additional Requirements