Premier Support Sr. Specialist

The Senior Support Specialist will serve on the Order Fulfillment Premier Support Team. Their role is to provide dedicated support (when applicable), create and maintain customer satisfaction, and drive retention for Roche's most valued customers.

Successful Senior Support Specialists delight our customers by answering complex customer inquiries and analyzing/troubleshooting customer issues. Senior Support Specialists deliver business value through maintaining a continuous improvement mindset and identifies opportunities to improve the order to delivery process and recommends solutions to improve the customer's Order Fulfillment Experience. Accurate data collection and robust documentation of customer portfolios will be expected to drive operational excellence.

Requires evaluation, originality or ingenuity. Is generally assigned more complex and difficult assignments. Typically works with greater discretion and latitude. May assist other internal colleagues by providing advice, training and guidance. Contributes independently or with a team towards a program or department goal or service. Interfaces with internal customers and departments. Responsible for maintaining and continuously improving the quality system and achieving quality objectives through daily actions.

The Opportunity:

• Manage and review list of new and existing Premier Customers for data accuracy
• Provide advanced troubleshooting on complex services that are essential to the business success of our customers
• In addition to advanced troubleshooting, make outbound calls to Customers to build relationships, persuade, and influence them to consider our best practices for order placement
• Partnering and providing assistance to internal customers on complex services to improve the order to delivery experience
• Act as liaison between sales, marketing, contracts, credit, and product supply
• Build a pipeline, and continually identify opportunities for Customer experience enhancements
• Enjoys working off deadlines and in a fast-paced environment
• Acts as a resource for colleagues with less experience and provides functional guidance
• Drive automation on behalf of the customer to streamline the customer's experience and enhance customer delight

Who you are:

• Associates degree and/or 3 years previous customer service experience.

Preferred

• Previous Order Fulfillment experience
• Proactive in communication and ability to anticipate issues
• Willingness to gain in-depth knowledge of customer's environment, accounts, and needs
• Create & maintain dynamic customer playbooks
• Demonstrated ability in prioritizing multiple projects that are smaller in scope
• Ability to work independently and with teams that may include senior management
• Strong analytical skills and problem solving ability
• Strong Communication Skills: Influence & Negotiate
• Teamwork & collaboration: Strong willingness to move the business forward
• Process Monitoring (order monitoring) & Improvement
• SAP / SFDC Knowledge
• Account Management experience
• Overall Roche Knowledge
• Business to Business Partnerships
• Ability to deliver in a Matrix organization (Large organization, across functions)
• Developing Metric & Reporting dashboards for customer engagements
• Excellent Google Slides development skills and presentation skills

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.

Unless entitled to a reasonable accommodation under applicable law, employees are required to be fully vaccinated against COVID-19 in accordance with customer requirements, the company's health and safety obligations and/or applicable law or guidelines.

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 connection with the on-line application process, please email us at [email protected].

Job Level:
Individual contributor