Order Fulfillment Specialist - Customer-First Optimizer

F. Hoffmann-La Roche AG; Indianapolis (IN); On-site; USD 40,000 - 73,000; Full time

Benefits offered by this job

Healthcare benefits

PTO

401k

Holidays and sick time

Job summary

Roche in Indianapolis, Indiana is seeking an Order Fulfillment Specialist for an 18-month fixed-term, full-time assignment. You will manage customer inquiries by phone and email, address issues with pricing, invoicing, and logistics, and drive improvements to service delivery.

Candidates should have an Associate’s Degree with 1 year of customer service experience (or 3+ years), and preferably proficiency in SAP and Salesforce.

Qualifications

• Associate’s degree or higher and at least 1 year of customer service experience (or 3+ years).
• Excellent verbal and written communication skills are required.
• Experience with order management, invoicing, pricing, and logistics is preferred.

Responsibilities

• Respond to customer inquiries via phone and email from inception to delivery.
• Manage order replacement, returns, credits, debits, and changes per guidelines.
• Provide support to track, analyze, and report on customer functions.
• Coordinate communications for product promotions, process changes, and marketing programs.
• Recommend process changes to improve customer satisfaction.
• Monitor customer and product trends to proactively resolve issues.
• Maintain and improve the quality system to meet objectives.
• Execute special projects as assigned by management.

Skills

Communication skills

Customer service experience

Education

Associate’s Degree

Tools

SAP

Salesforce

Job description

Roche in Indianapolis, Indiana is seeking an Order Fulfillment Specialist for an 18-month fixed-term, full-time assignment. You will manage customer inquiries by phone and email, address issues with pricing, invoicing, and logistics, and drive improvements to service delivery.

Candidates should have an Associate’s Degree with 1 year of customer service experience (or 3+ years), and preferably proficiency in SAP and Salesforce.