Customer Care Expert - fixed term

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

You, as Customer Care Expert, are committed to delivering highest quality customer support through full-time phone availability, handling all customer inquiries, overseeing multiple daily tasks to enhance the customer journey, and contributing to both internal and external projects. You  hold crucial significance in the day-to-day functioning of the organization.

Please note that this is a CONTRACTOR/CONTINGENT POSITION. You will be employed by our 3rd party service provider.

Please also note that this is a fixed term position with the end date: 30th June, 2027.

The Opportunity

• Managing order-to-invoice processes to dedicated customers, ensuring timely and high-quality processing of customer orders and inquiries and partnering with customers, offering support to enhance their customer experience and providing timely assistance throughout their journey

• Addressing customer inquiries, resolving issues promptly, and maintaining up-to-date and compliant documentation

• Demonstrating both reactive and proactive problem-solving skills, identifying process gaps and risk

• Improving and maintaining high levels of customer satisfaction

• Spearheading automation efforts to streamline customer experiences and elevate satisfaction levels

• Participating in local//cross-functional project teams (scrums, squads) and delivering a significant impact to the project objectives

• Working independently while proactively communicating progress to leadership and stakeholders

• Cultivating deep expertise in relevant processes and functions to support affiliate targets effectively and staying up to date of relevant guidelines and policies, actively addressing complex problems with an end-to-end ownership approach.

• Closely collaborating with global, regional, and local teams to ensure prompt and efficient product supply and proficiently utilizing SAP and Salesforce, particularly as a key user for SAP S

Who you are

• Bachelor’s Degree and/or a minimum of 3-5+ years of relevant experience

• Experience in customer service and solid knowledge of logistics processes and regulations

• Thorough understanding of end to end Supply Chain capabilities and experience dealing transport providers

• Excellent customer orientation and service mindset

• Ability to work with autonomy, accountability  and flexibility

• Fluent in local language and proficient in English to collaborate internally across the broader Roche enterprise is expected.

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.