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Summary
The Customer Planning and Reporting Specialist supports the Roche Diagnostics service field team with various activities including creating and monitoring of cases and reports, producing the Service dashboard containing main department KPI’s, and ensuring interface between call center, customers and Service field team. You prepare Service offers and maintenance plans, perform reconciliation between CRM and billing systems, and support Customer Experience initiatives on deployment and monitoring the customer surveys.
Good command of the German language, both spoken and in writing is a must as this team supports the Roche Diagnostics Service team of Germany.
The work time is from 7:50 AM to 6 PM (German time, equivalent to 8:50 Am to 7 PM Romanian time) and is organised in shifts. The shifts are distributed within the team, so you will be working some days from early morning to afternoon, in the majority of days from later morning to the evening. Work time also includes some local Romanian public holidays, when there is no public holiday in Germany.
Your Responsibilities
Planning and Reporting (≈ 75%)
Dispatching / creating cases for proactive activities of the field team
Monitoring spare parts orders
Starts the replacement process for third parties accessories like UPS, water station, etc
Monitor and adjust the Service spare parts stocks (trunk and warehouse)
Support for / checking / correcting FSE Reports
Train new colleagues on CRM system
Offers support for requested documentation for Finance & Commercial departments
Add customer offers for spare parts and service activities
Maintain the relationship with third parties suppliers for dispatching cases and installation projects as well as invoice monitoring
Deployment and monitoring the event-based surveys
Extract recurrent reports and propose actions to drive KPI’s in defined targets.
Define process for escalations received via surveys and follow up on actions taken
Purchasing/Procurement Coordination (≈ 25%)
Manage outsourcing activities end-to-end, using existing procurement processes and systems
Onboard and off board service providers including organizing and coordinating training, hardware, accesses, and guidelines.
Plan and create orders, including obtaining and summarizing forecasts, offers, and service descriptions with German business teams.
Monitor, report and understand KPIs, quality, and budget of service providers, including tracking performance, compliance, costs, and deviations. Monthly presentation of KPIs to our Service partners.
Verify and approve invoices, including checking plausibility, order, service, and corrections. In Case of questions or incorrectness direct communication with External Business Partners
Responsible for acting in line with legal, regulatory and company standards and codes of practice (such as Roche Code of Conduct)
Who You Are
You have work experience in a similar Customer Support role
You have advanced interpersonal skills, you are able to work independently and in a team
You are comfortable with Google suite: Docs, Sheets, Slides, Excel etc
Previous experience with Salesforce and SAP are preferred
You are well organized, are able to prioritize work, and have advanced analytical skill
You are a self-starter, with a positive and client-oriented attitude, able to cope with change and to prioritize multiple tasks to ensure timely and high-quality accomplishment
You master Romanian and German languages both spoken and in writing. English language is preferred
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.