Customer Success Specialist Customer Success Specialist Shanghai, SH, CN Order Management

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 Specialist Customer Engagement 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 holistically, 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 contribute to developing strategies to build trusted advisor relationships with them
• Maintaining a regular interaction with assigned accounts to proactively identify potential issues and suggest additional potential opportunities
• Striving 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
• Process owner for Customer Dialogue whilst still maintaining common sense approach to simple tasks

Education

• Bachelor’s degree or completed vocational training (apprenticeship) with respective professional experience

Work Experience

• Up to 3 years of experience in client services or customer service
• Prefer 2-3 years’ direct experience in customer interaction roles
• Knowledge or experience with ERP tools like SAP with Sales and Distribution

Preferred 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
• Ability to deliver great customer experience and to be invigorated by constant personal interaction
• Strong communication skills
• Strong people skills – approachable, good listener, empathetic
• 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

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 in order to apply to West, please send an email to Apply.Accommodation@westpharma.com. 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.

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