Customer Success Specialist

West Pharmaceutical Services; Hyderabad; On-site; INR 600,000 - 1,000,000; Full time

Job summary

West Pharmaceutical Services, Inc in Hyderabad, India seeks a Specialist, CS Item Creation Team to manage new item creations and changes, coordinating with Account Managers and Technical CS.

You will enter requests in SAP (PE1/EEP/PS4), work with SAP SD, and liaise with global teams to ensure a consistent customer experience, while maintaining urgency and quality in daily communications.

Qualifications

• Bachelor’s degree or equivalent with professional experience preferred.
• 3–6 years knowledge with ERP tools like SAP with Sales and Distribution.
• 3+ years in client services or customer service required; 2–3 years in customer interaction roles preferred.
• Experience in master data governance preferred.

Responsibilities

• Enter new item creations or change requests in SAP systems (PE1, EEP, PS4).
• Knowledge of SAP ERP systems, specifically SD (sales and distribution).
• Work with SharePoint request sites and inform requestors of status.
• Align with global counterparts to create one global customer experience.
• Sustain urgency across the organization to work on and follow up on item requests.
• Handle daily interactions professionally by phone and email.
• Stay organized, managing many requests at a time.
• Collaborate 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.

Skills

Strong communication skills

Strong people skills

Fluent written and spoken English

Ability to work independently in a 글로벌

MS Office

Education

Bachelor’s degree or completed vocational training

Tools

SAP SD

SharePoint

SAP ERP

MS Office

Job description

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

• A minimum of 3-6yrs 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

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