Customer Experience Specialist

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding peoples varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

The Position

A healthier future. Its what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come.

Creating a world where we all have more time with the people we love.

Thats what makes us Roche.

The Opportunity

Roche in Johannesburg has an opening for a Customer Experience Specialist, Domestic for the Diagnostics business. You as our successful candidate will form part of the Customer Services Team and will report to the Customer Services Manager. You will be responsible for working with Roche customers to improve Customer Service and to establish a relationship with the customer. You will identify and deliver on opportunities to extract value from both Roche and the Customers supply chain enhancing both businesses.

Key Challenges

Maximise Customer Experience

• Daily review of customer KPIs ensuring all delivery shortages and failures are investigated and resolved making recommendations to both the customer and Roche teams
• Investigation of all lines which are short supplied to customers and implementing corrective actions
• Maintain stock levels within agreed tolerances
• Maintain Customer Master Data cross functionally with 3PL & AR

Promotional Planning

• Together with the Inbound Planning Team (Demand Planner), build and support seasonal plans with a focus on maximization of availability for Roche products.
• Build collaborative plans to service Promotions, NPD, Launches, range changes to achieve Instocks/Sell On/Sell In target as per customer agreements. Provide updates to the Customer on these elements.
• Commercial and Roche operational teams to support maximized availability across all customers. Liaise as required with Field teams on 1st hand customer complaints logged with Field teams
• Drive OTIF by providing customer insight and influence to deliver improved promotional, forecasting and replenishment accuracy

Development and implementation of the Joint Supply Plan

• Participation in collaboration meetings between Roche and the customer, providing information inputs and outputs to ensure the meetings deliver against agreed objectives.
• Supporting logistical reviews to enhance service & Roche efficiencies: Order frequency, lead-time, vehicle utilization, delivery times.
• Facilitate end-to-end supply chain reviews to identify potential opportunities for cost savings across all Roche product categories
• Identify projects that can be used to extract value or optimize efficiencies across Roche and Customers supply chain, responsible for the management and delivery of the approved projects these can range from operational cost savings projects to Customer service change models (MOQ)
• Provide Logistics organizations with functional continuous improvement support across all routes to market. Focus of activity should be Customer, Service and cost related
• Share & identify best practice productivity opportunities across the Logistics operations

Customer Working Relationships

• Develop an in-depth knowledge and understanding of the market, regulatory factors, customers systems, process key performance indicators and ways of working
• Relationship management across key departments (Sales/Logistics/Demand Planning), owning and implementing the contact strategy to deliver strong cost, cash and service results
• Represent the combined face of the Customer/Roche to our internal departments and service providers to facilitate business priority alignment

Additional Challenges

• Know the legal and compliance responsibilities of the position; raise questions and concerns when faced with, or you learn of an ethical or compliance issue. Apply integrity in all aspects of professional conduct

You, as our ideal candidate, will have the following skills, experience and education:

You are a proactive individual who possesses a combination of exceptional teamwork and collaboration / communication skills and you have the ability to see the bigger picture and develop future plans while efficiently completing your daily tasks with accuracy and attention to detail. You have strong planning, organizing, and prioritizing capabilities and excellent problem-solving skills in addition to your technical and business expertise supply chain. You show proficiency in project management with a data-driven approach with a drive to deliver results.

• Qualification: Diploma or Degree in Logistics Management or similar
• Experience: At least 3-5 years in customer experience in logistics or similar
• Other requirements: Strong ERP knowledge

Note that relocation benefits are not available for this role.

Who we are

At Roche, more than 100, 000 people across 100 countries are pushing back the frontiers of healthcare. Working together, weve become one of the worlds leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

Roche has played a pioneering role in healthcare as an innovator of products and services for the early detection, prevention, diagnosis and treatment of diseases. The company has operated in South Africa since 1947.The local office of Roche Diagnostics is based in Midrand, Johannesburg and it has offices throughout Southern Africa and Sub-Sahara Africa. We employ over 180 employees in our Diagnostics division.

Roche is an Equal Opportunity Employer.