Customer Success Item Creation Specialist

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, CS Item Creation Team is an internal role, who works to engage and enable our customers and Account Managers by effectively managing new item creations and changes. They will also work on larger projects, which may include numerous item creations linked to new product lines or new materials. The Specialist will work closely with stakeholders at many levels, and partner with Account Managers, Technical Customer Service, Data Governance, and Plant Quality, among others. The Specialist is a self-starter who is an effective communicator and able to transfer the customers’ requirements to all parties involved. This role will primarily work on regional requests, but should be well-versed and knowledgeable to submit and work on requests from any region across the West global enterprise. The Specialist should be a critical thinker with a strategic mindset, willing to challenge the status quo and brainstorm more effective ways of working, while managing daily business. The Specialist will be a part of the global Item Creation Team within Customer Success, and must be a team player.

Essential Duties and Responsibilities

• Able to enter new item creations or change requests in PE1, EEP, and PS4 SAP systems.
• Knowledge of SAP ERP systems more specifically SD (sales and distribution domain)
• Working with and managing SharePoint request sites.
• Informing requestors of request status.
• Aligning with global counterparts to create one global customer experience.
• Sustaining a sense of urgency across the organization to work on and follow up on item requests.
• Handling daily interactions professionally and patiently by phone and email.
• Stay organized, managing many requests at a time.
• Working closely with Item Creation Team, Sales Account Managers, Technical Customer Service, Data Governance, Plant personnel, and Global Customer Success teams.
• Process improvement and continuous improvement mindset.

Education

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

Work Experience

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

Preferred Knowledge, Skills and Abilities

• Working knowledge of MS Office or the willingness to learn it quickly
• Highly proficient in written and spoken English
• 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

Physical Requirements

Sedentary-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.

Additional Requirements

• Able to routinely use standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines
• Must be able to communicate effectively with written and oral skills, make quick decisions, interpret data, read and write, speak in front of groups, express and exchange ideas, understand direction and adhere to procedures.
• Organizational skills will enable planning, prioritization and achievement of goals especially of importance for the successful execution of related activities.
• Position operates in a professional office environment. May stand or sit for extended periods of time.
• Read and interpret data, information and documents.
• Must maintain the ability to work well with others in a variety of situations.
• Must be able to multi-task, work under time constraints, problem solve, and prioritize.
• Ability to make independent and sound judgments.
• Observe and interpret situations, analyze and solve problems

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.