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Customer Engagement Specialist

Company: Catalent Pharma Solutions, Inc.
Location: Chelsea
Posted on: November 12, 2021

Job Description:

Job Description Position Overview: Catalent hires people with a passion to make a difference to the health of millions of people globally. Your expertise, coupled with Catalent's advanced technologies and collaboration with thousands of innovative pharmaceutical, biotech and healthcare companies, will help bring life-enhancing products to the people you know and love. Your talents, ideas and passion are essential to our mission; to develop, manufacture and supply products that help people live better, healthier lives. Interested in learning more about life at Catalent? Start here Position Title Customer Engagement Specialist Position Summary: The Customer Engagement Specialist reports into the site General Manager and works with the SLT to create and maintain a consistent customer experience and improving the experience over time. The goal of the role is to increase customer satisfaction, loyalty and advocacy incorporating regular Voice of the Customer input supplied by the Central team. This position is based out of our Boston area facility in Chelsea, MA. The Role: * Work with the Customer Experience Champion, SLT, Site GM and others to develop and maintain an industry leading Customer Experience at the site. * Manage the onboarding experience that every new customer has on site. * Responsible for coordinating with the site leadership team and marketing to maintain and improve customer communication materials, including site presentations, virtual tours, letters and other direct communication mediums * Support the implementation of IT-specific projects including Virtual-Person-in-Plant, Conference Room technologies, Digital Kiosks and those physical/digital experiences. * Regularly review the results of customer feedback with the onsite teams to coach them in creating solutions for our customers * Support the Central Team in developing & rolling out Service Recovery & Prevention program (coherent solutions, best practices, process improvements and coordinating similar efforts) * Map the customer journey and identify opportunities to proactively intervene on the client's behalf * Work with the Continuous Improvement (CI) team and PM/CSM Excellence to make Customer Experience focused improvements including improved visuals for exterior/interior, conference room upgrades, educational material and more * Work with SLT on Customer Dedication & Patient First culture. * Champions the I Am Catalent communications training program and accountable for disseminating new course content to their customer facing-teams leveraging the trainers network * Understand and deploy additional trainings to address current and future challenges as needed. * Review recent customer communications to deliver timely interventions when communications do not meet the standards we've set for the customer experience * Accountable for evaluating systems to improve access for individuals with customer facing responsibility to enable proactive responses to common events during a program. * Voice of Customer (VOC) - receive the results of the transactional & onsite surveys in order to create resolution & follow up plans for improvement of the customer experience. * Other duties as assigned. The Candidate: * Bachelor's degree with 2+ years' experience in in an engagement or customer facing role. * Associates degree with 3+ years' experience will be considered. * Communicates clearly, both verbally and in writing. * Advanced knowledge of Microsoft Office Suite: World, Excel, PowerPoint, Publisher and Outlook calendar management. Familiarity with SharePoint would be preferred. * Perform professional level tasks that are sensitive in nature, requiring independent judgment, initiative and tact. * Great attention to detail and high-level coordination. * Good problem solving and decision-making skills to identify and solve work related issues. * Listens carefully to others and responds appropriately and in a timely manner. * Superior customer service (both internal and external customers). * Sit and work with computer for up to 8 hours per day * Frequent sitting, standing, walking, reading of written documents and use of computer monitor screen * Occasional lifting and/or moving up to 20 pounds Why you should join Catalent: * Fast-paced, growing site and company * 19 days of PTO + 8 Paid Holidays * Competitive medical benefits Catalent offers rewarding opportunities to further your career! Join the global drug development and delivery leader and help us bring over 7,000 life-saving and life-enhancing products to patients around the world. Catalent is an exciting and growing international company where employees work directly with pharma, biopharma and consumer health companies of all sizes to advance new medicines from early development to clinical trials and to the market. Catalent produces more than 70 billion doses per year, and each one will be used by someone who is counting on us. Join us in making a difference. Catalent is committed to the health and safety of its employees, visitors and the customers and patients we serve. As a result of the global pandemic, we have modified many of our recruitment and on-boarding processes to maintain everyone's safety. The Human Resources teams will communicate all necessary safety processes and procedures throughout each stage. personal initiative. dynamic pace. meaningful work. Visit www.catalent.com/careers to explore career opportunities. Catalent is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation or gender identity. If you require reasonable accommodation for any part of the application or hiring process due to a disability, you may submit your request by sending an email, and confirming your request for an accommodation and include the job number, title and location to DisabilityAccommodations@catalent.com. This option is reserved for individuals who require accommodation due to a disability. Information received will be processed by a U.S. Catalent employee and then routed to a local recruiter who will provide assistance to ensure appropriate consideration in the application or hiring process. Notice to Agency and Search Firm Representatives: Catalent Pharma Solutions (Catalent) is not accepting unsolicited resumes from agencies and/or search firms for this job posting. Resumes submitted to any Catalent employee by a third party agency and/or search firm without a valid written & signed search agreement, will become the sole property of Catalent. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Thank you. Important Security Notice to U.S. Job Seekers: Catalent NEVER asks candidates to provide any type of payment, bank details, photocopies of identification, social security number or other highly sensitive personal information during the offer process, and we NEVER do so via email or social media. If you receive any such request, DO NOT respond- it is a fraudulent request. Please forward such requests to spam@catalent.com for us to investigate with local authorities.

Keywords: Catalent Pharma Solutions, Inc., Chelsea , Customer Engagement Specialist, Other , Chelsea, Massachusetts

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