Strategic Customer Services & Supply Chain Partner

Roche; Welwyn; On-site; GBP 40,000 - 60,000; Full time

Job summary

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

You will manage customer orders, handle queries, and drive efficiency through automation while maintaining high service standards and compliance across the product lifecycle.

Qualifications

• Experience in a customer service environment, ideally in pharma.
• Query management, negotiation skills and complaint resolution.
• Previous SAP and query management systems experience.
• Ideally experience of working in a GDP environment.

Responsibilities

• Align personal purpose with Roche UK’s ambition to excel and make a meaningful impact in the role.
• Managing customer orders, processing new account setups inline with bona-fide requirements, handling customer queries, and managing product returns efficiently.
• Maintaining exceptionally high standards of customer service while continuously striving to increase automation, AI adoption and process efficiency.
• Gathering and sharing valuable customer insights across cross functional teams to drive continuous improvement and eliminate silos.
• Supporting products throughout their end to end lifecycle, from initial product launch to divestment and discontinuations.
• Upholding high standards of compliance, ethics, and safety, ensuring all actions comply with applicable laws, industry codes, and Roche’s Code of Conduct.
• Independently leads on executing business critical activities efficiently while ruthlessly prioritising activities to optimise resource allocation without compromising quality.
• Actively participating in squad work, cross-functional projects, and global initiatives as required.
• Driving personal development and applying VACC leadership behaviors to support peers and organization goals.

Skills

Customer service

Query management

Negotiation

Complaint resolution

SAP

Tools

GDP environment

Job description

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

You will manage customer orders, handle queries, and drive efficiency through automation while maintaining high service standards and compliance across the product lifecycle.