Customer Success Operations Specialist, Dublin
Client:
West Pharmaceutical Services
Location:
Dublin, Ireland
Job Category:
Other
EU work permit required:
Yes
Job Reference:
7605ea9ae54f
Job Views:
4
Posted:
30.06.2025
Expiry Date:
14.08.2025
Job Description:
Job Summary
The Associate, Customer Success Operations is a process-focused role that works to increase the efficiency of processes and workflows within the customer success organization. The individual operates independently with great attention to detail, maintaining high data quality and integrity. This role thrives in a fast-paced environment, focusing on accuracy and accountability, and supports the global team by partnering closely with the customer engagement team to ensure an excellent customer experience. The role manages all Enterprise Resource Planning (ERP) related aspects for proprietary business, contract manufacturing, and analytical services, providing a solid foundation for a positive customer journey. The role advocates for customers and collaborates across the company to deliver the best experience.
Essential Duties and Responsibilities
* Foster a high-performance culture focused on efficiency, accountability, collaboration, and continuous improvement.
* Support all requests for customer-related documents globally.
* Manage orders accurately from start to finish for standard orders, samples, and lab orders in the relevant ERP system.
* Issue quotations, order acknowledgments, returns, credit and debit notes, DA’s, and notifications.
* Verify incoming orders via OCR queue or webstore.
* Handle export/import activities and pricing-related tasks.
* Initiate new customer data creation and trigger item creation.
* Update customer master data in SAP and provide necessary certifications and documents.
* Handle document control, CMIR, and shipping instructions.
* Manage internal stakeholder relationships (SCM/Ops/Quality/Shared Services).
* Liaise with plants and supply chain to address customer requested dates.
* Collaborate with the customer experience team on internal audits and continuous improvement projects.
* Perform other duties as assigned.
Education
* High School Diploma, GED, or equivalent required.
Work Experience
* Minimum of 3 years in client services or customer service required.
Preferred Knowledge, Skills, and Abilities
* Experience with ERP tools like SAP (Sales and Distribution).
* Proficiency in MS Office or willingness to learn quickly.
* Fluent in English and at least one other relevant language.
* Strong learning capacity and ability to work independently in a global environment.
* Understanding of Incoterms and export/contractual documentation.
* Adherence to SOPs, safety, and quality policies.
Additional Requirements
* Effective communication, quick decision-making, data interpretation, and idea exchange skills.
* Ability to follow directions and established procedures.
Travel Requirements
Up to 13 business days per year (5%).
Physical Requirements
Sedentary work involving sitting most of the time, with occasional exertion up to 10 lbs/4 kg.
Please note: If you are not a passport holder of the country for the vacancy, a work permit may be necessary. For more information, visit our Blog. Do not provide bank or payment details when applying. All applications should be made via the 'Apply now' button.
#J-18808-Ljbffr