[VQB-780] Customer Experience Specialist

[VQB-780] Customer Experience Specialist

21 May
F. Hoffmann-La Roche Ag

21 May

F. Hoffmann-La Roche Ag


At Roche, we believe it’s urgent to deliver medical solutions right now, even as we develop innovations for the future. We are passionate about transforming patients’ lives. We are brave in both decision and action and we believe that good business means a better world. Join us in making this happen.

A diverse and supportive team

Fully flexible work environment

Customer Experience Specialist supports the team to provide a seamless customer experience for the end-to-end process for the product/ healthcare solution.

Customer Experience Specialist leads the execution of the ordering and distribution action plan including input as part of the team into distribution models, supply management,

business development and associated business strategies and tactics with a focus on customer experience.

Serves as the bridge between customer service, customer experience and the team/s, Customer Experience Specialist proactively identifies efficiencies and opportunities to streamline the end-to-end supply journey and drives continuous improvement by partnering with relevant internal and external stakeholders to anticipate, troubleshoot and/or problem solve any issues that may arise.

Key responsibilities include but not limited to:

Customer Experience: Map the customer experience supply journey and provide end to end oversight by

Collaborating with the team to implement and track customer satisfaction measures with a focus on supply management

Ensuring business continuity to support the customer experience e.g. cover Engagement Partner on leave

Supporting the team with customer communication regarding supply management

Case management: Ensures close management of orders and supply by liaising with internal and external stakeholders and utilise the internal systems for case management and recording

Internal Stakeholder and Process Management: Maintains process maps to ensure alignment with current practices and seeks opportunities and collaborate internally and externally to develop for continuous improvement

KPI monitoring: Partners with logistics analyst/demand planner and other stakeholders on stock management KPIs and consult with the business on KPI corrective actions

Stock management: collaborates with team and demand planner on forecasting and supply updates, stock change over eg new artwork or version

Materials support: Creates relevant supply/ distribution materials and/or communications to support order management and customer ordering experience

Who you are:

You are degree qualified in a relevant discipline e.g. marketing, business, science, or healthcare. Project management/agile qualifications would be a plus.

You have demonstrated experience in customer service / sales support / logistics / patient journey support within the biotech / pharmaceutical industry.

You have up to date knowledge of Medicines Australia Code of Conduct and other relevant standards and guidelines and familiar with Australian healthcare landscape.

What do we offer?

In return, Roche offers a competitive package, ongoing development, and opportunities for career advancement. We have an excellent range of benefits including, open plan office environment, complete with rooftop garden and complementary barista coffee. We encourage flexible working and are a moments’ walk from Wynyard Station and Barangaroo ferry terminal.

Roche encourages a high-performance culture where you are empowered and trusted to make decisions. We strive for excellence and extraordinary results and take a genuine interest in our people and their well-being, and our patients.

At Roche, the world’s largest biotech company, you can, with the industry’s strongest pipeline in specialised medicines, take pride in knowing you can make a difference to millions of patients worldwide developing treatments for oncology, neuroscience, inflammation, immunology, ophthalmology, rare diseases, and respiratory disease.

Anything’s possible, in a friendly, collaborative culture where people are united in purpose and will stretch you to be brave, speak up and think differently. Feel empowered to deliver meaningful outcomes, supported by accessible and inspiring leaders.

All facets of diversity are important to us and we endeavour to create an environment where everyone, regardless of factors such as gender, age, ability, race, ethnicity, sexual orientation, gender identification or religion, can contribute and realise their potential. As part of promoting diversity, we welcome applications from all people who are passionate about doing now what patients need next.

This role is only open to candidates who have full eligibility to live and work in Australia .

We do not accept any unsolicited resumes or enquiries from recruitment agencies. Roche has a dedicated in-house Talent Acquisition team.

We believe it’s urgent to deliver medical solutions right now – even as we develop innovations for the future. We are passionate about transforming patients’ lives. We are courageous in both decision and action. And we believe that good business means a better world.

That is why we come to work each day. We commit ourselves to scientific rigor, unassailable ethics, and access to medical innovations for all. We do this today to build a better tomorrow.

We are proud of who we are, what we do, and how we do it. We are many, working as one across functions, across companies, and across the world.

The original job offer can be found in Kit Job:

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