Pharma Supply Chain & Customer Services Partner

Roche; Welwyn Hatfield; On-site; GBP 50,000 - 65,000; Full time

Job summary

Roche UK is seeking a Supply Chain & Customer Services Partner - Customer Services to deliver industry-leading service to Roche’s UK purchasing customers, ensuring medicines, solutions, and services are delivered when patients need them.

You will develop and maintain efficient, customer-centric systems and processes, drive automation and AI adoption, and share insights across cross-functional teams to improve the customer experience while ensuring compliance with Roche’s Code of Conduct.

Qualifications

• Customer service experience, ideally in the pharma industry.
• Experience with query management, negotiation, and complaint resolution.
• Experience with SAP and query management systems.
• Ideally experience in a GDP environment.

Responsibilities

• Align personal purpose with Roche UK’s ambition to excel and make a meaningful impact in the role.
• Manage customer orders, processing new account setups inline with bona-fide requirements, handling customer queries, and managing product returns efficiently.
• Maintain exceptionally high standards of customer service while increasing automation, AI adoption and process efficiency.
• Share valuable customer insights across cross-functional teams to drive continuous improvement and eliminate silos.
• Support products throughout their end-to-end lifecycle, from launch to divestment and discontinuations.
• Uphold high standards of compliance, ethics, and safety in line with Roche’s Code of Conduct.
• Independently lead on executing business-critical activities while prioritising resources to maintain quality.
• Participate in squad work, cross-functional projects, and global initiatives as required.
• Apply VACC leadership behaviors to support peers and organization goals.

Skills

Customer service experience

Query management

Negotiation skills

Complaint resolution

Education

GDP environment experience

Tools

SAP

Query management systems

Job description

Roche UK is seeking a Supply Chain & Customer Services Partner - Customer Services to deliver industry-leading service to Roche’s UK purchasing customers, ensuring medicines, solutions, and services are delivered when patients need them.

You will develop and maintain efficient, customer-centric systems and processes, drive automation and AI adoption, and share insights across cross-functional teams to improve the customer experience while ensuring compliance with Roche’s Code of Conduct.