Customer Experience Specialist at Roche

The Position

• Roche in Lagos is seeking a Customer Experience Specialist for Diagnostics.
• You will contribute to this role by forming a part of the Customer Services Team and you will report directly to the Customer Services Manager.
• You will be responsible for working with Roche customers to improve Customer Service and to build a relationship with the customer.
• You will also be responsible to identify and deliver on opportunities to extract value from both Roche and the Customer’s supply chain – enhancing both businesses.

Key Challenges

Maximizing Customer Experience

• Daily review of customer KPI’s ensuring all delivery shortages and failures are investigated and resolved – making recommendations to both the customer and Roche teams.
• Investigation of all lines which are short supplied to customers with corrective actions.
• Maintaining stock levels within agreed tolerances.
• Maintaining Customer Master Data cross functionally with 3PL & AR.
• Operational order management – order processing; backorder reporting; delivery scheduling; order release and delivery.
• Customer communications – order status and backorder reporting; material phase in and phase out

Promotional Planning (Planning, Execution and Evaluation)

• Together with the Inbound Planning Team (Demand Planners), build and support seasonal plans with a focus on maximization of availability for Roche products.
• Build collaborative plans to service Promotions, NPD, Launches, range changes to achieve Instocks/Sell On/Sell In target as per customer agreements. Provide updates to the Customer on these elements.
• Liaison with Field teams on 1st hand customer complaints logged with Field teams.
• Drive OTIF by providing customer insight and influence to deliver improved promotional, forecasting and replenishment accuracy.

Support the development and implementation of the Joint Supply Plan

• Participation in collaboration meetings between Roche and the customer, providing information inputs and outputs to ensure the meetings deliver against agreed objectives.
• Supporting logistical reviews to maximize service & Roche efficiencies - Order frequency, lead-time, vehicle utilization, delivery times.
• Facilitate end-to-end supply chain reviews to identify potential opportunities for cost savings across all Roche product categories.
• Identify projects that can be used to extract value or optimize efficiencies across Roche and Customer’s supply chain, responsible for the management and delivery of the approved projects – these can range from operational cost savings projects to Customer service change models (MOQ).
• Provide Logistics organizations with functional continuous improvement support across all routes to market. Focus of activity should be Customer, Service, and cost related
• Share & identify best practice productivity opportunities across the Logistics operations

Building strong collaborative customer relationships

• Develop an in-depth knowledge and understanding of the customer’s systems, process key performance indicators and ways of working.
• Relationship management across key departments (Sales/Logistics/Demand Planning), owning and executing the contact strategy to deliver strong cost, cash and service results.

Supporting the Customer Services Manager to dialogue and identify areas to drive operational & customer improvements - Represent combined face of the Customer/Roche to our internal departments and service providers to facilitate business priority alignment

You, as an ideal candidate, will have the following skills, experience and education:

• Required Qualification: Qualification in logistics or similar.
• Required Experience: 3 to 5 years in customer experience in a logistics environment, ideally in a medical / pharmaceutical related industry or FMCG.
• Essential Knowledge: ERP systems