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:
The Team Lead Customer Success Analytics & Digital Solutions is a role focussed on automation and digitization, who works to ensure together with his/her team that our customers receive best experience through digital integrations. Within this function the individual is responsible for providing leadership to the team as well as managing the day-to-day activities. The role will collaborate with the customer engagement team to verify and answer customer needs and evaluate customer alternatives were appropriate. This function works closely work with CS operations to support highly effective turnaround of system reliant processes, monitoring the overall quality of the entire department and its procedures. The Team Lead CS Analytics & Digital Solutions is driving to enhance the online interactions our customers have with West Customer Success and therefore is focussed on providing a fast, responsive and effective work environment for the Customer Success team. This role manages to operate independently with great attention to detail, providing detailed reporting and insight on SLA's and KPI's. Internally the Team Lead CS Analytics & Digital Solutions runs internal audits and within this team handles all onboarding and training of new employees in the wider global group. Driving and streamlining systems and process automation as well process development in line with continuous improvement are the corner stones of this function.
Essential Duties and Responsibilities:
Provide leadership and training to the CS Analytics & Digital Solutions Team
Assign and direct activities and resources to ensure project and reporting requirements are being met
Conduct performance reviews, motivate, and guide the team according to the Digital roadmap
Ensuring touchpoints with the customer are handled in an efficient manner throughout their journey
Supporting the Customer Experience team to connect with value to our customers, analog and digitally
Assisting in Customer projects, verifying need and offering digital solutions
Onboarding of new employees, training the wider global team on new processes and tools, managing LMS updates and adherence
Standardization of processes and streamlining of the same, reducing manual intervention
Conducting internal audits, updating procedures, creating consequent training plan
Participating and answering audits for the Customer Success department, processing findings
Driving the adoption of the Online Webstore, OCR, and EDI
Expanding the use of West Digital for all three groups within the department
Increasing data adoption to enable to improve decision making process, tracking operational metrics
Other duties as assigned
Basic Qualifications: Bachelor's degree or completed vocational training (apprenticeship) or respective professional experience
5-8 years experience in customer interaction roles
2- 3 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
Experience with ISO 9001
Highly proficient in written and spoken English
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 Expert level
Strong communication and analytical skills
Strong people skills - approachable, good listener, empathetic
Strong learning capacity
Ability to work independently in global environment
Technically savvy and adept
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
Travel Requirements Must be able to travel up to 10% of the time, including internationally
Physical and Mental Requirements: Sedentary - exerting force occasionally, and/or negligible amount of force frequently or constantly carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met
Work is performed in an office environment. 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 & write, speak in front of groups, express & exchange ideas, understand direction and adhere to procedures
Organizational skills will enable planning, prioritization & 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 and have critical decision-making skills
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West embraces diversity and equality of opportunity. We foster an environment where all individuals are safe, treated fairly, valued and respected. We do not discriminate on the basis of race, religion, color, national origin, gender, sex, gender identity, sexual orientation, age, marital status, veteran status, disability status or other applicable legally protected characteristics. Where permitted by law, employment with West Pharmaceutical Services, Inc. or any of its subsidiary or affiliate companies, is contingent upon the satisfactory completion of post-offer background screening and/or drug screening.
