Order Fulfillment Specialist (Fixed Term - 18 months)

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

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.

This position is a 18-month fixed-term full-time position. You will receive healthcare benefits, PTO, 401k, holidays and sick time.

• The Order Fulfillment Specialist is responsible for ensuring a successful order-to-delivery experience. This role involves managing customer inquiries via phone and email, troubleshooting issues related to products, pricing, invoicing, and logistics, and identifying areas for process improvement to enhance service delivery.
• Respond to customer inquiries from inception to delivery, proactively rectifying potential concerns.
• Manage order replacement, return, credit, debit, and order change actions according to procedural guidelines.
• Provide specialized support and subject matter expertise to track, analyze, and report on specific customer functions.
• Coordinate communications for the implementation of product promotions, process changes, and marketing programs.
• Act as a key resource for internal and external stakeholders, recommending process changes to improve satisfaction.
• Monitor customer and product trends to proactively resolve issues and negotiate solutions with internal groups.
• Maintain and continuously improve the quality system to achieve organizational quality objectives.
• Execute special projects as assigned by management.

• Associate’s Degree with at least 1 year of customer service experience, or more than 3 years of previous customer service experience.
• Proficiency in SAP and Salesforce systems preferred.
• Excellent verbal and written communication skills.
• Relocation benefits are not eligible for this job posting.

The expected salary range for this position based on the primary location of Indiana is $39,500.00 - $73,300.00/year. Actual pay will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law.

This position also qualifies for the benefits detailed at the link provided below.

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. Roche is an equal opportunity employer. It is our policy and practice to employ, promote, and otherwise treat any and all employees and applicants on the basis of merit, qualifications, and competence. The company's policy prohibits unlawful discrimination, including but not limited to, discrimination on the basis of Protected Veteran status, individuals with disabilities status, and consistent with all federal, state, or local laws. If you have a disability and need an accommodation in relation to the online application process, please contact us by completing this form Accommodations for Applicants. 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.