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 schedule; 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 the 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
Application Closing Date
Not Specified.
