Customer Experience Specialist at Roche
About the job
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 people’s 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. It’s 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.
That’s what makes us Roche.
The Opportunity
Customer Experience Specialist
We are offering an outstanding opportunity for a customer experience specialist for East Africa Network, Global Access Program (GAP) client base. The role will be based in Nairobi, Kenya and will report directly to Operations Lead. In this role you will ensure that each touchpoint across the customer journey is engaging, efficient, and effective.
Your Impact:
- As part of the Supply Chain team, you will provide remarkable customer experience to the Global Access Program (GAP) customers within East Africa.
- You will be responsible for end-to-end customer order journey including import and export processes (direct delivery/ drop shipment/ cross border exports/ duty waivers), and resolution of customer complaints
- You will support development and implementation of the Joint Supply Plan through collaboration meetings between Roche and the customer, providing information inputs and outputs to ensure the meetings deliver against agreed objectives
- You will develop effective working relationships with supply chain players including; business partners, 3PL, and clearing agents to ensure seamless flow of products and information.
- You will maintain Quality supply Chain at all times and collaborate with Roche Quality to uphold and improve quality in all areas of our supply chain in addition to compliance with SHE rules, standards, regulations set out by Roche.
- You will learn and apply knowledge on legal and compliance responsibilities of the position; raise questions and concerns when faced with, or you learn of, an ethical or compliance issue. In addition apply integrity in all aspects of professional conduct
- You will identify opportunities for continuous improvement to enhance supply chain efficiency, supply chain quality improvement, cost optimization, as well as document and share best practice across the Logistics operations
- You will be preparing, processing, collating, and transmitting relevant complete end-to-end import/export operations documents to both customers and their respective customs
Your Profile:
- You have keen interest in continuously building personal network and posses good negotiation skills coupled with data based approach with strong conflict management skillset
- You are resourceful and flexible in problem solving and working in a collaborative and inclusive manner
- You have ability to see bigger picture and develop future plan as well as complete daily tasks with excellent organization and prioritization skills.
- You have medium to advanced knowledge on use of data processing tools such as MS excel or Google sheets
- You demonstrates experience and knowledge in import & export operations, customer experience or supply chain roles.
- You have confirmed understanding of ERP systems – SAP is desirable.
- You preferably have a Bachelor degree with experience and/or professional training in customer care, logistics, supply chain, procurement or equivalent
Note that a full job description is available upon request.
Who we are
At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.
Roche is an Equal Opportunity Employer.
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