Customer Planning and Reporting Specialist (German speaker - 24 months contractor)

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

Summary

The Customer Planning and Reporting Specialist supports the Roche Diagnostics service field team with various activities including creating and monitoring of cases and reports, producing the Service dashboard containing main department KPI’s, and ensuring interface between call center, customers and Service field team. You prepare Service offers and maintenance plans, perform reconciliation between CRM and billing systems, and support Customer Experience initiatives on deployment and monitoring the customer surveys.

Good command of the

German language

, both spoken and in writing is a must as this team supports the Roche Diagnostics Service team of Germany.

The work time is from 7:50 AM to 6 PM (German time, equivalent to 8:50 Am to 7 PM Romanian time) and is organised in shifts. The shifts are distributed within the team, so you will be working some days from early morning to afternoon, in the majority of days from later morning to the evening. Work time also includes some local Romanian public holidays, when there is no public holiday in Germany.

Your Responsibilities

Planning and Reporting (≈ 75%)

Dispatching / creating cases for proactive activities of the field team

Monitoring spare parts orders

Starts the replacement process for third parties accessories like UPS, water station, etc

Monitor and adjust the Service spare parts stocks (trunk and warehouse)

Support for / checking / correcting FSE Reports

Train new colleagues on CRM system

Offers support for requested documentation for Finance & Commercial departments

Add customer offers for spare parts and service activities

Maintain the relationship with third parties suppliers for dispatching cases and installation projects as well as invoice monitoring

Deployment and monitoring the event-based surveys

Extract recurrent reports and propose actions to drive KPI’s in defined targets.

Define process for escalations received via surveys and follow up on actions taken

Purchasing/Procurement Coordination (≈ 25%)

Manage outsourcing activities end-to-end, using existing procurement processes and systems

Onboard and off board service providers including organizing and coordinating training, hardware, accesses, and guidelines.

Plan and create orders, including obtaining and summarizing forecasts, offers, and service descriptions with German business teams.

Monitor, report and understand KPIs, quality, and budget of service providers, including tracking performance, compliance, costs, and deviations. Monthly presentation of KPIs to our Service partners.

Verify and approve invoices, including checking plausibility, order, service, and corrections. In Case of questions or incorrectness direct communication with External Business Partners

Responsible for acting in line with legal, regulatory and company standards and codes of practice (such as Roche Code of Conduct)

Who You Are

You have work experience in a similar Customer Support role

You have advanced interpersonal skills, you are able to work independently and in a team

You are comfortable with Google suite: Docs, Sheets, Slides, Excel etc

Previous experience with Salesforce and SAP are preferred

You are well organized, are able to prioritize work, and have advanced analytical skill

You are a self-starter, with a positive and client-oriented attitude, able to cope with change and to prioritize multiple tasks to ensure timely and high-quality accomplishment

You master

Romanian

and

German

languages both spoken and in writing. English language is preferred