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Title: Customer Success Operations SpecialistRequisition ID: 69785
Location:Waterford, Northern district, IE
Department: Customer Service
Description:This is a fixed term contract role for 12 months located in our Waterford, Ireland site. Who We Are: 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 SummaryThe Associate, Customer Success Operations 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 Enterprise Resource Planning (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.
Essential Duties and ResponsibilitiesFostering high performance culture, focused on efficiency, accountability, collaboration, and continuous improvementSupporting all inflowing requests for customer related documents globallyManaging orders accurately End to End for standard orders, samples, lab orders for proprietary business and contract manufacturing in the relevant ERP systemIssuing Quotations, Order acknowledgements, Returns, Credit and Debit notes; DA's, notificationsVerifying orders which come in through the OCR queue or webstoreTaking care of Export and Import handling as well as pricing related activities,Initiating new customers through data creation, triggering Item creationUpdating 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 instructionsInternal 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 metCooperation with the customer experience unit supporting internal audit findings and projects for continuous improvementOther duties as assignedEducationHigh School Diploma GED or equivalent requiredWork ExperienceMinimum 3 years in client services or customer service requiredPreferred Knowledge, Skills and AbilitiesKnowledge or experience with ERP tools like SAP with Sales and DistributionWorking knowledge of MS Office or the willingness to learn it quicklyHighly proficient in written and spoken English and one further language of our business areasStrong communication skillsStrong people skills – approachable, good listener, empatheticStrong learning capacityAbility to work independently in global environmentUnderstanding of Incoterms and Export/Commercial Documentation Able to be aware of all relevant SOPs as per Company policy as they are related to the position covered by this Job DescriptionAble to comply with the company's safety and quality policies at all timesAdditional RequirementsCommunication, quick decision making, interpreting data, reading or writing, must be able to express or exchange ideas with team membersMust be able to understand direction and adhere to established procedures#LI-DJ1
Travel Requirements5%: Up to 13 business days per yearPhysical RequirementsSedentary-Exerting up to 10lbs/4kgs of force occasionally, and/or negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body.
Sedentary work involves sitting most of the time.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 orderto apply to West, please send an email to ****** .
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 and/or a pre-employment drug screening.
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