Order Fulfillment Specialist (Fixed Term)

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success.

We believe that inclusion is key to understanding people's varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

The Position

A healthier future. It's 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's what makes us Roche.

This position is an initial 18-month fixed term full time position.

The Order Fulfillment Specialist is responsible for successful order to delivery experience for Roche's hospital, clinic, lab, etc. customers. The Order Fulfillment Specialist answers customer order inquiries via phone and email.

This includes but is not limited to analyzing/troubleshooting problems with non-functioning products and/or services or orders, pricing, invoicing, logistics, etc. An Order Fulfillment Specialist is required to identify problem areas and recommends corrective solutions while resolving inquiries.

It is important for an OF Specialist to know and apply the fundamental concepts, practices and procedures of the particular field of specialization. Work is varied and may be challenging.

The role requires some evaluation, originality, ingenuity, and resiliency paired with great change management skills and the desire to improve every day. The ability to learn quickly and be resourceful is important as an OF Specialist. Technological proficiency and verbal and written communication skills are essential to being successful.

Most communication is via phone and email while order placement and review is accomplished through SAP and Salesforce systems. The OF Specialist contributes independently and with a team towards a program or department goal or service. There is ample Interfacing with internal customers and departments to identify resolutions to inquiries and solutions to concerns.

The Opportunity:

Respond to customer inquiries concerning orders from inception to delivery including, anticipating any problems, concerns and rectifying proactively. Submitting order replacement, return, credit, debit, and order change actions is a common function of the role. Processes may differ by nuance and are documented under procedural guidelines.

• Provide specialized support in specific customer functions which also requires troubleshooting problems and identifying solutions. Independently applying subject matter expertise to track, analyst, report, and apply the most appropriate course of action.

• Responsible for the coordination of communication and interaction required for implementation of product promotions, process changes, new products, and marketing programs regarding orders.

• Acts as a key resource to internal or external customers. Customers at risk, proactive customer management by recommending process changes to improve customer satisfaction.

• Responsible for monitoring customer or product trends, proactively providing problem resolution on issues involving customers and interfacing / negotiating / problem solving with internal groups to increase customer satisfaction / delight.

• Special projects as assigned.

• Responsible for maintaining and continuously improving the quality system and achieving quality objectives through daily actions.

Minimum Requirements:

• You have an Associate's Degree with 1 year previous customer service experience or greater than 3 years previous customer service experience.

The expected salary range for this position based on the primary location of Indianapolis, IN is 39,000.00 - 72,400.00 USD Annual. Actual pay will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law.

A discretionary annual bonus may be available based on individual and Company performance. This position also qualifies for the benefits detailed at the link provided below.

Benefits

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Relocation benefits are not eligible for this job posting.

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.

As a global leader in healthcare, Roche Diagnostics offers a broad portfolio of products, tools and services that help in the prevention, diagnosis and management of diseases like HPV, HIV, hepatitis and diabetes as well as other medical conditions, such as fertility and blood coagulation. These products and services are used by researchers, physicians, patients, hospitals and laboratories worldwide to help improve people's lives.

Roche is an equal opportunity employer and strictly prohibits unlawful discrimination based upon an individual's race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.

If you have a disability and need an accommodation in relation to the online application process, please contact us by completing this form Accommodations for Applicants.