Customer Planning and Reporting Specialist (1-year Contractor)
About this role
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
Roche is a company with a 125-year history and our ongoing success is based on our strong focus on delivering meaningful value for our customers and society, and we will need to evolve our offering and approach in order to do so. Health care is changing exponentially due to radical innovation in technology, increased openness to change, increasing patient empowerment, multiple sources of medical information, and pressure on public spending.
Position Summary:
Creates and monitors cases and reports
Produce the Service dashboard containing main department KPI’s.
Ensures interface between call center, customers and Service field team
Prepares Service offers and maintenances plans
Perform reconciliation between CRM and billing systems
Supports Customer Experience initiatives on deployment and monitoring the customer surveys
Responsibilities
- > Support for the Service field team:
- 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 Field Service Reports
- Train new colleagues on CRM system
- > Act as department liaison:
- Offers support for requested documentation for Finance & Commercial departments
- Produce 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
- > Supports Customer Experience initiatives:
- 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
- > Act as Service Representative in various projects and initiatives.
- > Support with Service documentation for internal and external audit.
- Who you are:
- University studies
- Previous experience in Customer Support area
- Power user in MS office applications (Excel, PowerPoint) is required
- Previous experience with CRM systems (Salesforce) and SAP are preferred but not mandatory
- Strong interpersonal skills, able to work independently as well as in a team, cooperating well with all levels
- 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
- English & Romanian language skills are mandatory to the job
About Roche
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.