Order to Deliver Agent

Roche; Sant Cugat del Vallès; On-site; EUR 26,000 - 36,000; Full time

Job summary

Roche is seeking an Order to Deliver Agent at the Sant Cugat del Vallès site to join the O2C team. You will process customer orders, validate prices, and manage logistics claims while collaborating with internal and external stakeholders to ensure accurate fulfilment and excellent service.

The role emphasizes SAP-based order processing, price accuracy, and proactive customer support, with opportunities to drive digitalization within a global healthcare company.

Qualifications

• Experience in Customer Care, Order Entry, and SAP within supply chain environments.
• Strong attention to price accuracy (PO vs. SAP) and order integrity.
• Excellent communication and phone etiquette for daily customer interactions.

Responsibilities

• Execute accurate manual and automated order entry in SAP and respond to inquiries about order status and shipping dates.
• Identify and resolve price discrepancies between POs and SAP price conditions before order release.
• Own inbound customer calls and claims related to delivery issues and seek quick resolutions.
• Ensure proper registration of commercial contract conditions in SAP to avoid price mismatches.
• Promote and enable electronic services (EDI, Webshop, Track & Trace) and explore automation tech like RPA/AI.
• Participate in transversal projects to simplify order management and improve customer experience.
• Collaborate cross-functionally within O2C to drive improvements.

Skills

Customer Care

Order Entry

Supply Chain processes

Tools

SAP

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

Sant Cugat del Vallès Site

As an Order to Deliver Agent, you will be part of the Supply Chain team within the Order to Cash (O2C) area, you will play a pivotal role in the Order to Deliver process. You will combine daily order processing and direct customer service with commercial price validation, ensuring orders are accurately entered and fulfilled. You will be collaborating closely with external clients as well as internal teams to resolve logistics claims, eliminate price discrepancies, and provide an excellent, renewed customer service.

Key Challenges & Responsibilities

• Order Processing & Customer Care: Execute accurate manual and automated customer order entry in SAP. Answer incoming customer phone calls, acting as the main point of contact for order status, product availability, shipping dates, and backorders
• Price & Commercial Validation: Proactively identify and resolve price discrepancies between customer Purchase Orders (PO) and SAP price conditions prior to order release, preventing future disputes and ensuring smooth order fulfillment
• Logistics Claims Management: Take full ownership of incoming customer calls and claims regarding delivery issues (damaged packages, missing/extra quantities, lost shipments, delivery delays) achieving quick resolution and continuous improvement
• Contract & Conditions Support: Ensure proper registration and alignment of commercial contract conditions in SAP, preventing price mismatches at the order stage
• Digitalization & Automation Drive: Actively promote dynamic electronic services (EDI, Webshop, Track & Trace) to help customers migrate toward automated ordering, while exploring new technologies (RPA, AI, etc.) to streamline daily work
• Project & Process Ownership: Participate actively in transversal projects aimed at radically simplifying current order management workflows and improving customer experience
• Have a cross-functional perspective as part of O2C to contribute to improvements

Who You Are

• Reliable experience in Customer Care, Order Entry, and Supply Chain processes using SAP
• Communication & Phone Etiquette: Excellent phone manner and listening skills, motivated by active phone contact and direct daily interaction with customers
• Detail-Oriented & Proactive: Strong focus on price accuracy (PO vs. SAP) and prevention of commercial incidents before orders are delivered
• Claims Handling: Proven ability to manage and resolve logistic claims with autonomy, flexibility, and a high customer-service orientation
• Adaptable & Team Player: A courageous person able to operate with autonomy in a dynamic environment, take ownership of new projects beyond regular daily order entry, and work seamlessly in a team
• Digital Mindset: Openness to learn, test, and adopt new digital solutions, automation tools, and streamlined processes
• Languages: Fluent in Spanish and professional command of English for global/regional collaboration

What We Offer

At Roche, you will join an innovative Supply Chain team where operational excellence meets digital transformation. This role offers the opportunity to develop both customer-facing and strategic skills while contributing to projects that improve efficiency, automation, and customer experience within a global healthcare organization.

Roche is an equal opportunity employer.

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.