Supply Chain & Customer Services Partner - Customer Services

Roche; England; On-site; GBP 30,000 - 55,000; Full time

Job summary

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

The role focuses on managing orders, account setups, queries, and returns while driving automation and efficiency. You will collaborate with cross-functional teams to share insights and support products through their lifecycle in a compliant, high-quality environment.

Qualifications

• Experience in a customer service environment, ideally in the pharma industry.
• Experience with SAP and query management systems.
• GDP environment experience preferred.

Responsibilities

• Manage customer orders and process new account setups in line with bona-fide requirements.
• Handle customer queries and manage product returns efficiently and accurately.
• Drive automation and process efficiency while upholding high service standards.
• Gather and share customer insights across cross-functional teams to reduce silos.
• Support products throughout their lifecycle from launch to discontinuation.
• Uphold compliance, ethics and safety in all actions and decisions.

Skills

Query management

Negotiation

Complaint resolution

Customer orders processing

Cross-functional collaboration

Tools

SAP

Query management systems

Job description

Customer Services Partners deliver industry leading service to Roche's UK purchasing customers, ensuring medicines, solutions, and services are delivered when patients need them. By developing and maintaining efficient, customer centric systems and processes, Customer Services Partners continuously enhance the customer experience while driving efficiency and cost savings.

• Aligning 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 and accurately.
• 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 (Visionary, Architect, Catalyst, Coach) leadership behaviors to support peers and organization goals.
• Experience in working in a customer service environment, ideally in the pharma industry.
• Query management, negotiation skills and complaint resolution.
• Previous SAP and query management systems experience.
• Ideally experience of working in a GDP environment.

Let's build a healthier future, together. The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of Roche Products Ltd. At Roche Products we believe diversity drives innovation and we are committed to building a diverse and flexible working environment. All qualified applicants will receive consideration for employment without regard to race, religion or belief, sex, gender reassignment, sexual orientation, marriage and civil partnership, pregnancy and maternity, disability or age. We recognise the importance of flexible working and will review all applicants' requests with care. At Roche difference is valued and we are proud to be an equal opportunity employer where you are encouraged to bring your whole self to work. 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.