Customer Care Specialist

Roche

  • 江苏省苏州市
  • 长期
  • 全职
  • 1天前
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 PositionJob Summary:
  • Responsible for coordination of end-to-end order management for APAC affiliates, including China, ensuring accurate and timely processing in SAP, proactive monitoring of order execution, and coordination with internal and external stakeholders to guarantee on-time and complete delivery. Serves as the primary point of contact for affiliate order inquiries and issue resolution, ensuring customer satisfaction.
  • Prepare and execute shipment-related documentation processes, including stamping, and manage the archiving of these documents to ensure traceability and compliance. Handles logistics claims by recording details, supporting investigations, and collaborating with relevant teams to identify solutions and provide timely feedback to affiliates.
  • Actively participate in deployment of new systems and support digital transformation initiatives within order management and the supply chain functions. This includes assisting with testing, providing user support, exploring new technologies like AI for process improvement, and contributing to projects focused on cost reduction and sustainability within the APAC logistics network.
Main Tasks & Responsibilities:
  • Manage and be accountable for sales orders from APAC affiliates, incl. China, ensuring information accuracy and timely release and creation of delivery orders in SAP. Monitor order and shipping status, coordinate internal and external resources to ensure orders proceed smoothly according to plan and requirements, guaranteeing timely and complete delivery.
  • Serve as the first level contact window for affiliates, responding promptly to inquiries and questions. Focus on customer centricity, ensuring swift response and resolution. In the event of issues during order execution, communicate immediately with relevant affiliates to understand the situation and actively seek solutions. Be responsible for handling special requests from affiliates by coordinating effectively with internal and external resources (such as RDI, the Global Planning Team, RDSZ, suppliers, etc.) to ensure proper handling of their needs.
  • Responsible for acting on instructions and executing on various document stamping tasks as required by Customs regulations, product shipment, including customs documents, transportation documents, and certification documents, etc., ensuring their accuracy and compliance. Be responsible for the archiving and management of relevant stamped documents, ensuring document traceability.
  • Responsible for receiving and recording logistics claims related to shipment or services, and working with supply chain quality, logistic providers and transportation companies to initiate investigations according to company procedures. Support in analyzing the reasons for complaints, identifying appropriate solutions. Provides timely updates to the affiliate on the handling progress and results, ensuring customer satisfaction.
  • Participate in the local deployment of new system launch, such as ASPIRE, including process streamlining and data migration. Assist in testing the new system, identifying and reporting potential issues and defects, and collaborating with relevant departments for maintenance. Provide relevant support to customers for operating the new system, ensuring a smooth transition.
  • Support the digital transformation strategy for order management and supply chain. Explore and support the application of new technologies such as AI, within order management processes to improve efficiency, forecasting capabilities, and decision-making. Participate in the implementation and promotion of relevant digital projects to enhance the intelligence level of order management.
  • Seek and implement more rational and effective order management and logistics operations, identify and implement cost reduction measures. Focus on the sustainable development of the supply chain, explore and support low-carbon and environmentally friendly logistics and order processing solutions to reduce environmental impact. Participate in relevant projects to promote the greening and sustainable development of the DSC.
  • Support the company's business growth resulting from increased product categories and the establishment of an APAC logistics hub. Assist in analyzing the impact of these business changes on order management processes within the APAC region and propose corresponding adjustment recommendations. Collaborate with relevant teams to ensure the smooth processing of orders and the timely and accurate supply of products during business expansion and warehouse transformation, thereby safeguarding the stability and reliability of the supply chain.
Qualification & Experience:Bachelor’s DegreeA technical related degree in logistics, engineering, supply chain management, science & technology is required. Master degree desired but not required.Experience in customer order management and customer service is required.ExperienceMinimum 5 years working experience in a supply chain related role with strong analytical and number skills.Professional CompetenciesProficient with SAP SD and software applications (Google, Excel, PowerPoint, Word, etc.)Understanding & application of Good Supply Practices (GSP), ISO 13485 and other local country regulatory requirements in order to obtain right to sell and operate.Fluency in written and spoken English and Chinese (Mandarin). Proficiency in one more Asian language is highly preferred.Leadership Competencies：Leadership competencies at proficient level, in line with corporate framework.Possess strong organizational and project management skills to lead and coordinate cross-functional teams that may include affiliates, customers, and/or management for projects or solving problems.High level of management maturity, stress-resilient and ability to work independently.Capacity to manage change and be flexible when prioritizing daily tasks along with multiple projects.Possess a high degree of cultural and interpersonal awareness, sensitivity, and professionalism.Who we areA 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.

Roche