Specialist, Customer Engagement

West Pharmaceutical Services • Uwchlan Township, PA

4d • Hybrid

About The Position

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

Requirements

• High School Diploma GED, vocational training (apprenticeship) or appropriate professional experience is required
• Knowledge or experience with ERP tools like SAP with Sales and Distribution required
• Minimum 3 years of experience in client services or customer service required
• Working knowledge of MS Office or the willingness to learn it quickly
• 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 and quality policies at all times
• 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.
• 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

Nice To Haves

• Minimum 2 years’ direct experience in customer interaction roles preferred

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 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

Benefits

• Generous Paid Time Off (PTO): Flexible vacation, personal, and holiday leave ensures employees can maintain a healthy work-life balance and recharge effectively.
• Inclusive & Collaborative Culture: A global workforce that values diversity, equity, and inclusion—where all voices are heard and respected in a supportive environment.
• Recognition & Rewards: Performance-based bonuses, service recognition, and employee appreciation initiatives celebrate dedication and impact.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED