Specialist, Customer Engagement

Requisition

Location:

Exton, Pennsylvania, US

Department:
Customer Service

This is a hybrid position requiring the team member to be onsite a minimum of 3 days per week.

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.

This is a client facing role that 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 Associate, Customer Engagement manages the relationship holistically, along with the account managers for their assigned customers throughout the sales lifecycle. The Associate, Customer Engagement 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 Associate, Customer Engagement will be an advocate for their customers and work across the company to ensure that their customers receive the best experience.

• 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 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 and Trace
• Managing deviation agreements
• Assisting in resolving invoicing discrepancies with internal AR, supporting the Dunning process
• Process owner for Customer Dialogue whilst still maintaining common sense approach to simple tasks
• Performs other duties as assigned

• High School Diploma GED, vocational training (apprenticeship) or appropriate professional experience can be substituted

• Knowledge or experience with ERP tools like SAP with Sales and Distribution required
• 3+ years of experience in client services or customer service required
• 2+ years direct experience in customer interaction roles preferred

• Working knowledge of MS Office or the willingness to learn…