Job Description

The Position Job Purpose As Supply Chain Operations Partner at Roche Pharma Malaysia, you will ensure a high level of customer service by effectively managing end-to-end customer queries and complaints. As the primary contact point, you will work closely with internal and external stakeholders to identify the root cause and find appropriate solutions. Clear and timely communication with customers is essential, ensuring their satisfaction before closing each case. Additionally, you will collaborate with our distributor to handle customer-related matters. Responsibilities and Accountabilities Responsible for providing a high level of customer service to Roche Malaysia customers via our designated customer communication channels. Primary contact point responsible for managing end-to-end customer queries and complaints: Receipt of query/complaint Working with stakeholders to identify root cause and solution Communication to customers Ensuring customer satisfaction prior to each case closure Collaborate with both internal and external cross-functional team members. Liaise with the Distributor on matters pertaining to customer queries and complaints. Providing daily support on supply chain operations as required. Consolidate any required reports related to customer service. Any other duties that may be assigned from time to time as required by the business, including improvement projects. All Roche employees are expected to practice high standards of compliance with both external and internal policies and regulations as well as participate and be involved in Safety, Health and Environmental initiatives within the Company. Competencies Customer Focus: Strong commitment to meeting customer needs and expectations by providing excellent customer service and resolving queries or complaints efficiently. Communication Skills: Excellent verbal and written communication skills to effectively interact with customers, stakeholders, and our distributor. Problem-Solving: Proactive and analytical mindset to identify the root cause of customer queries or complaints and work collaboratively with stakeholders to find appropriate solutions. Collaboration: Being able to work effectively with cross-functional teams and stakeholders to gather necessary information, drive alignment, and implement solutions. Attention to Detail: Paying close attention to detail is essential for accurately capturing and documenting customer information, understanding specific requirements, and ensuring customer satisfaction through precise case management. Time Management: Effective time management skills to prioritize and manage multiple customer queries and complaints simultaneously. Adaptability: Being flexible and adaptable to changing priorities and customer needs in a dynamic work environment. Expertise Relevant Supply Chain / Logistics experience - preferably from the pharmaceutical industry Proficient in using MS Office applications / Google Suite Experience in using SAP / other ERP systems is an advantage Education / Qualifications University degree in Supply Chain Management, Business or a related field is preferred. Fresh graduates are encouraged to apply. Who we are At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we\'ve become one of the world\'s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity. Roche is an Equal Opportunity Employer.

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