Customer Service Value Partner

2 weeks ago

Bucharest, Bucureşti, Romania Roche Full time €30,000 - €60,000 per year

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Position

The Customer Service Value Partner role is central to operational effectiveness and customer relationship management, focusing on coordinating local supply chain and customer service operations. This role serves as the customers' central point of contact , actively maintaining strong relationships with them. Key responsibilities also include ensuring strict adherence to deadlines by overseeing the timely completion of monthly reports and tracking Key Performance Indicators (KPIs).

Your Responsibilities

  • Reduces delivery times by improving the order analysis and processing times
  • Oversees and takes responsibility for the logistics process from the moment the order is received, until it is delivered to the customer
  • Point of contact for customers and field representatives
  • Approves/Denies customer return requests, and oversees the return process and returns documentation
  • Ensures Sales Order Processors process orders, returns, and credit notes as well as update sales, inventory, and other ad-hoc reports in an accurate and timely manner
  • Tracks customer orders and ensures they are delivered within the time frame stipulated in the contract
  • Calculates supplier KPIs and internal KPIs, including OTIF
  • Works towards integrating supply chain and logistics activities with finance operations
  • Produces monthly sales analysis reports for upper management upon request
  • Manages, inspires, engages and develops Sales Order Processors to higher performance
  • Promptly informs upper management on any relevant issues related to sales, stocks, orders, and pending orders
  • Escalates exceptional issues to Customer Logistics Manager

Who You Are

  • You hold a University degree in Finance, Accounting, Logistics/Supply Chain, Business Administration or related
  • You built 1 to 2 years of relevant work experience in similar position, or in a customer care role
  • You are customer focused, have advanced problem solving and communication skill, and are able to priorities multiple tasks and goals to ensure timely and high-quality completion of order processing workload
  • You are IT/Systems/tools savvy and have worked with Excel and ERP systems (e.g. SAP)
  • You are proactive, self-disciplined, organized, able to multi-task, and have attention to detail
  • You are a team player, who is comfortable at engaging and working closely with a wide range of Roche colleagues,
  • You are fluent in Romanian and English, both spoken and in writing

Who we are

A healthier future drives us to innovate. Together, more than 100'000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let's build a healthier future, together.

Roche is an Equal Opportunity Employer.

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