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Senior Customer Success Specialist, SAP Integration

vor 3 Monaten

Eschweiler, Nordrhein-Westfalen, Deutschland West Pharmaceutical Services Vollzeit

Job Overview

The Senior Specialist in Customer Success and Digital Solutions is dedicated to enhancing automation and digital transformation, ensuring that our clients experience exceptional service through seamless digital integrations. This role involves close collaboration with the customer engagement team to assess and address client needs while evaluating alternative solutions when necessary. The position works in tandem with Customer Success operations to facilitate efficient processing of system-dependent tasks, overseeing the overall quality of departmental functions and procedures. The Senior Specialist is committed to improving online interactions for our clients with West Pharmaceutical Services, focusing on creating a responsive and effective work environment for the Customer Success team. This role requires independent operation with meticulous attention to detail, providing comprehensive reporting and insights on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Additionally, the Senior Specialist conducts internal audits and manages the onboarding and training of new team members within the global organization. Streamlining systems and automating processes, along with continuous improvement initiatives, are fundamental aspects of this role.

Key Responsibilities:

  • Ensuring efficient management of customer touchpoints throughout their journey.
  • Supporting the Customer Experience team in delivering value to clients through both analog and digital channels.
  • Identifying key stakeholders and contributing to strategies that foster trusted advisor relationships, while mentoring junior team members.
  • Assisting in customer projects by verifying requirements and proposing digital solutions.
  • Onboarding new employees and training the global team on new processes and tools, while managing Learning Management System (LMS) updates and compliance.
  • Standardizing and streamlining processes to minimize manual intervention.
  • Conducting internal audits, updating procedures, and developing corresponding training plans.
  • Participating in audits for the Customer Success department and addressing findings as directed.
  • Promoting the adoption of the Online Webstore, Optical Character Recognition (OCR), and Electronic Data Interchange (EDI).
  • Expanding the utilization of West Digital across all three groups within the department.
  • Enhancing data adoption to improve decision-making processes and track operational metrics.

Qualifications:

  • Bachelor's degree in business administration or a related field, along with relevant professional experience.
  • Minimum of 5 years of experience in customer-facing roles, with knowledge of ERP systems such as SAP, particularly in Sales and Distribution.
  • Familiarity with ISO 9001 standards.

Skills and Competencies:

  • Advanced proficiency in Excel.
  • Proficient in MS Office or a willingness to learn quickly.
  • Excellent command of written and spoken English.
  • Strong interpersonal skills – approachable, attentive, and empathetic.
  • Effective communication and analytical abilities.
  • High capacity for learning.
  • Technologically adept and resourceful.
  • Ability to work independently in a global context.
  • Awareness of relevant Standard Operating Procedures (SOPs) in relation to this position.
  • Commitment to adhering to the company's safety policies at all times.

Physical and Travel Requirements:

  • Primarily sedentary work environment.
  • Requires effective communication, quick decision-making, data interpretation, and the ability to read or write.
  • Must be able to follow directions and adhere to established procedures.
  • Capable of multitasking, working under time constraints, problem-solving, and prioritizing tasks.
  • Ability to learn and apply new information or skills.
  • Travel may be required up to 5% of the time, approximately 13 business days per year.

West Pharmaceutical Services is committed to fostering a diverse and inclusive workplace. We promote an environment where all individuals are treated fairly, valued, and respected, without discrimination based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other legally protected characteristics. Employment with West Pharmaceutical Services, Inc. or its subsidiaries is contingent upon the successful completion of post-offer background checks and/or drug screenings.