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West Pharma Manager Customer Success Contract Manufacturing United States, Pennsylvania, West Whiteland Township 509546367
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Essential Duties and Responsibilities
- Leading the Engagement (for Contract Manufacturing) and Operations (Contract Manufacturing) by providing proactive change management and motivation of the team.
- Providing differentiating service for key accounts aligned with CM Sales.
- Aligning with Global counterparts to create one global customer experience for all Contract Manufacturing interactions.
- Identifying key customer stakeholders and developing strategies to build trusted advisor relationships.
- Maintaining regular interactions with Sales on all levels to proactively identify potential issues and additional potential opportunities.
- Sharing market insights by gaining understanding on customer requirements and trends.
- Sustaining a sense of urgency across the organization to solve customer issues.
- Overseeing the handling of daily customer interactions professionally.
- Working closely with Technical Customer Support and Sales Account Managers including participation in business reviews, customer specific projects, supply chain meetings etc.
- Assisting in providing reporting to customers: open order schedules, forecast, lead time reports, and sales history, following up on transport queries, Track & Trace
- Ensuring support to the AR team in resolving invoicing discrepancies.
- Process owner for Customer Dialogue whilst still maintaining common sense approach to simple tasks.
- Actively participates in conjunction with Customer Success leadership team driving Global West initiatives and representing the Customer Success team in with fellow leaders across the organization.
Education
- Bachelor's Degree in business or equivalent experience required
Work Experience
- Minimum 8 years in client services or customer service required
- 3-4 years of experience in leading a team in client services or customer service
Preferred Knowledge, Skills and Abilities
- Knowledge or experience with ERP tools like SAP with Sales and Distribution
- Ability to deliver great customer experience and to be invigorated by constant personal interaction
- Working knowledge of MS Office or the willingness to learn it quickly with Excel skills being on an intermediate level at minimum
- 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 a global environment
- Understanding 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 Description
- Able to always comply with the company’s safety policy
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.
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