Customer Service Representative | Order Entry Administrator

Roche; Sydney; On-site; AUD 70,000 - 90,000; Full time

Job summary

Roche Australia seeks a Customer Service Specialist to bridge healthcare providers, logistics partners, and internal teams. You will ensure timely order processing, leverage AI-assisted tools and ERP systems, and maintain cold-chain integrity across shipments.

The role requires 3+ years in healthcare logistics or related fields, strong communication, and ERP experience. You will collaborate with global teams to deliver reliable service and support patients with essential medical products.

Qualifications

• 3+ years of customer service or order management experience in medical distribution, pharmaceuticals, or healthcare logistics.
• Experience with SAP or similar ERP software and EDI exception resolution.
• Strong understanding of GDP requirements and temperature-controlled cold-chain logistics.
• Excellent communication and problem-solving skills.
• Eligible to work in Australia.

Responsibilities

• End-to-end order processing using AI-supported entry tools and ERP systems; validate extractions, correct pricing, resolve holds, and manage allocations.
• Coordinate dispatch cut-offs, picking schedules, and tracking with warehouse teams and external providers; safeguard cold-chain integrity.
• Investigate shipment variances using POD logs and warehouse records; oversee returns; log CRM incidents and document in SAP.
• Provide exceptional customer support with prompt responses by phone and email.

Skills

Customer service

Order management

EDI resolution

SAP ERP

Google Workspace

Tools

SAP ERP

Google Workspace

Job description

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

Are you ready to go beyond traditional customer service and drive high-accuracy delivery of essential medical products?

• Secure a permanent career path with the global leader in medical innovation
• Champion meaningful change to enhance outcomes for our partners and patients
• Thrive within a high-performing, agile and flexible environment

A healthier future. It is 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 is what makes us Roche.

Customer Service Specialist, you will serve as a vital operational bridge connecting healthcare providers, logistics partners, and internal supply chain teams. Working for a fast-paced, distribution-focused medical distributor, you will ensure life-changing healthcare products reach customers without delay with streamlined order processing and leveraging AI technology.

Key Responsibilities Include

• Order processing: Execute end-to-end processing of customer orders utilising AI-supported entry tools and enterprise ERP systems. Validate automated extractions, correct pricing or item discrepancies, resolve EDI transaction holds, and manage allocations for bottlenecked materials
• Dual Logistics & Vendor Coordination: Align closely with internal warehouse teams and external providers regarding dispatch cut-offs, picking schedules, and delivery tracking. Track outbound and return shipments, manage carrier updates, and safeguard cold-chain integrity across all transit legs
• Variance Resolution & Returns Management: Investigate shipment variances against carrier Proof of Delivery (POD) logs and warehouse records. Oversee the complete customer returns cycle. Log complaints in CRM, document operational notes in SAP ERP, and maintain audit-ready records
• Deliver exceptional customer support: Drive high customer satisfaction by maintaining prompt call-queue response times and clear email resolution

Key Collaborators

You will collaborate across a diverse global network:

• Internal: Customer Success, Access & Innovation, Strategy & Solutions, Service & Support, Finance & Operations, IT, Quality & Regulatory, and Legal
• External: Pathology Laboratories, Hospitals, Wholesalers, Regional APAC/Global teams, and Supply Chain Providers

Who You Are

• Experienced: 3+ years of customer service, returns, or order management experience preferably within medical distribution, pharmaceuticals, or healthcare logistics
• Logistics Tech-Savvy: Proven experience with SAP Or similar ERP software , and EDI exception resolution (desired). Knowledge of Google Suite tools or similar (essential)
• Compliance Minded: Strong understanding of Good Distribution Practice (GDP) requirements and temperature-controlled cold-chain logistics
• Agile Problem Solver: Meticulous attention to detail, and a proactive, customer-first approach under dynamic timelines
• Effective interpersonal skills- excellent communication skills in both written and spoken, maturity and confidence in handling customer queries and complaints

This role is only open to candidates that 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.

What we offer

Roche offers rewarding growth opportunities, a competitive remuneration package and a 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.

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.

Take pride in knowing you can make a difference to millions of patients worldwide in developing diagnostics and treatments for oncology, neuroscience, inflammation, immunology, ophthalmology, rare diseases, respiratory disease and diabetes.

We are committed to providing an inclusive, safe, secure and healthy workplace, and to minimise any such impacts to our employees, customers and the community. We welcome applications from all people and encourage you to advise of any individual circumstances that may require consideration.

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.