Spec,Customer Engagement,Rest of Asia at West Pharmaceutical Services Cornwall Ltd

Singapore, , Singapore -

Full Time

Start Date

Immediate

Expiry Date

08 Jan, 26

Salary

0.0

Posted On

10 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Engagement, Communication Skills, Problem Solving, Customer Satisfaction, ERP Tools, MS Office, Team Collaboration, Relationship Management, Analytical Skills, Organizational Skills, Empathy, Self-Starter, Adaptability, Time Management, Attention to Detail, Customer Service

Industry

Pharmaceutical Manufacturing

Description

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 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.Essential Duties and Responsibilities Providing differentiating service for Strategic Accounts, owning our customers journeyAligning with Global counterparts to create one global customer experienceServing as SPOC for all customer relationship matters within the assigned accountsIdentifying key customer stakeholders and develop strategies to build trusted advisor relationships with themMaintaining a regular interaction with assigned accounts to proactively identify potential issues and additional potential opportunitiesChampion for Customer Experience Improvement in close cooperation with Digital Customer Experience unitSustaining a sense of urgency across the organization to solve customer issuesCustomer Satisfaction, as measured by NPS (Net Promoter Score)Handling daily customer interactions professionally and patiently by phone and emailWorking closely with Technical Customer Support and Sales Account Managers including participation in business reviews, customer specific projects, supply chain meetings etcInforming customers of interruptions to order schedule and review next best outcome togetherAssisting in providing reporting to customer: open order schedules, forecast, lead time reports, and sales history, following up on transport queries, Track and TraceManaging deviation agreementsAssisting in resolving invoicing discrepancies with internal AR, supporting the Dunning processProcess owner for Customer Dialogue whilst still maintaining common sense approach to simple tasksPerforms other duties as assignedEducation High School Diploma GED, vocational training (apprenticeship) or appropriate professional experience can be substituted required Work Experience Knowledge or experience with ERP tools like SAP with Sales and Distribution required andMinimum 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 Preferred Knowledge, Skills and Abilities Working knowledge of MS Office or the willingness to learn it quicklyAbility to deliver great customer experience and to be invigorated by constant personal interactionStrong communication skillsStrong people skills – approachable, good listener, empatheticStrong learning capacityAbility to work independently in global environmentAble 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 timesTravel Requirements 5%: Up to 13 business days per yearAdditional Requirements Able to routinely use standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machinesMust 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 proceduresOrganizational skills will enable planning, prioritization and achievement of goals especially of importance for the successful execution of related activitiesPosition operates in a professional office environment. May stand or sit for extended periods of timeRead and interpret data, information and documentsMust maintain the ability to work well with others in a variety of situationsMust be able to multi-task, work under time constraints, problem solve, and prioritizeAbility to make independent and sound judgmentsObserve 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 and/or a pre-employment drug screening.

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Responsibilities

The role involves engaging and enabling customers by managing their needs to create a differentiated customer experience. The Associate, Customer Engagement will work closely with various teams to ensure customer satisfaction throughout the sales lifecycle.