Supply Chain & Customer Services Partner - Customer Services

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

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

Supply Chain & Customer Services Partner - Customer Services

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.

The Supply Chain & Customer Services Partner - Customer Services is responsible for:

• 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.

Desired experience

• 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

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.

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. We believe it’s urgent to deliver medical solutions right now – even as we develop innovations for the future. We are passionate about transforming patients’ lives. We are courageous in both decision and action. And we believe that good business means a better world. That is why we come to work each day. We commit ourselves to scientific rigor, unassailable ethics, and access to medical innovations for all. We do this today to build a better tomorrow. We are proud of who we are, what we do, and how we do it. We are many, working as one across functions, across companies, and across the world. We are Roche.