Customer Care Specialist | Medical Supply Chain

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

A healthier future. It is what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Creating a world where we all have more time with the people we love. That is what makes us Roche.

Reporting to the Supply Chain Manager, the Customer Care Specialist delivers an exemplary level of support to laboratories, medical professionals and consumers. You will ensure all communications are handledin a timely and professional manner, and all orders are processed promptly and accurately.

At Roche, we believe it’s importantto deliver medical solutions right now, even as we develop innovations for the future. We are passionate about transforming patients’ lives. We are brave in both our decisions and actions, and we believe that good business means a better world.

Key responsibilities include :

Monitor and ensure prompt processing of all orders.

Ensure all purchase orders are entered into SAP within the required timeframe as well as managing standing orders.

Commitment and involvement with key accounts through close liaison with Sales and Marketing communities

Closely liaise with freight company to ensure all customer inquiries are actioned in a timely manner

Ensure all calls are answered in a timely manner with resolution at the first contact

Prompt action on weekly rotated tasks including but not limited to emails, e-orders, back-order allocations and customer enquiries.

Monitor open goods return on a regular basis and capture logistics claims in SalesForce.

Closely liaise with freight company and supply chain community (Warehouse and planning team)

Who you are :

You have at least 5 years’ experience in a customer service or supply chain environment ideally within the medical, pharmaceutical, biotechnology or related industry demonstrating the capabilities required for the role

Preferable but not mandatory- some experience working with SAP and / or similar ERP systems as well as their interfaces

You have thorough understanding of end-to-end Supply Chain capabilities and experience dealing with transport providers and freight companies.

You are a confident person with mature ways of handling customer queries and complaints.

Knowledge of supply chain operations would be an advantage.

Strong communication and influencing skills.

This role is only open to candidates that have full eligibility to live and work in Australia.

We do not accept any unsolicited resumes or enquiries from recruitment agencies. Roche has a dedicated in-house Talent Acquisition team.

What we offer

Roche offers rewarding growth opportunities and a collaborative culture where people are united in purpose and will stretch you to be brave, speak up and think differently. Feel empowered to deliver meaningful outcomes, supported by accessible and inspiring leaders.

Roche encourages a high-performance culture where you are empowered and trusted to make decisions. We strive for excellence and extraordinary results and take a genuine interest in our people and their well-being, and our patients. Our work gives people more time to be with the ones they love. Take pride in knowing you can make a difference to millions of patients worldwide in developing diagnostics and treatments for Infectious Disease, Cardiovascular Metabolic, Oncology, Neurology, Immunology and Ophthalmology.

We care about you - as a whole person. That's why we place your individual health, and professional growth at the very heart of what we do. Your well-being is one of our top priority, because when you're thriving, we all succeed. We offer access to mental health awareness and wellness initiatives that cater to your unique needs - because we understand that well-being is personal.

We are committed to providing an inclusive, safe, secure and healthy workplace, and to minimise any such impactsto our employees, customers and the community. We welcome applications from all people and encourageyou to advise of any individual circumstances or workplace adjustment that may require consideration.

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.

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