Customer Experience Specialist at Roche Nigeria

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.

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