Offers “Roche”

Expires soon Roche

Roche (Fixed Term) Customer Success Representative

  • Indianapolis (Hamilton)
  • Sales

Job description

·  Job facts

The Customer Success Representative will reside on the Customer Success Team . The Customer Success Representative answers customer service inquiries andanalyzes/troubleshootsproblems with non-functioning products and/or services or orders, pricing, invoicing, etc. May also provide specialized support in a customer contact area. Identifies problem areas and recommends corrective solutions. Maintain documentation according to established guidelines as may be required by specific job responsibilities.

Knows and applies the fundamental concepts, practices and procedures of the particular field ofspecialization.Significant on-the-job training or formalized education in specific areas. Requires some evaluation, originality or ingenuity. Work is varied and may be somewhat difficult in nature but usually involves limited responsibility. Contributes independently or with a team towards a program or department goal or service. Interfaces with internal customers and departments.

The Opportunity:

· 
Respond to customer inquiries concerning orders from inception to delivery including, anticipating any problems, concerns and rectifying proactively.

· 
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.

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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.

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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.

Who you are:

· 
Associate's Degree with at least 1 year previous customer service experience or greater than 3 years previous customer service experience.

· 
Proven ability to make quick and effective independent decisions.

· 
Strong organization and planning skills.

· 
Ability to handle multiple functions at one time.

· 
Efficient and effective oral and written communication skills.

· 
Intermediate computer skills including the ability to do some advanced functions within various software packages.

· 
Ability to develop expert product knowledge for areas of responsibility.

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 US.Accommodation@roche.com .

Job Level:
Individual contributor

·  Who we are

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.

Beginning November 15, 2021, Roche requires all US based new hires to be fully vaccinated against COVID-19 as of their start date. This requirement is a condition of employment at Roche, and it applies regardless of whether the position is located at a Roche campus or is fully remote. If you are unable to receive the vaccine due to a disability or serious medical condition, or because it is prohibited as a result of your sincerely held religious beliefs, you will have an opportunity to request a reasonable accommodation.

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.

Desired profile

Who you are:

· 
Associate's Degree with at least 1 year previous customer service experience or greater than 3 years previous customer service experience.

· 
Proven ability to make quick and effective independent decisions.

· 
Strong organization and planning skills.

· 
Ability to handle multiple functions at one time.

· 
Efficient and effective oral and written communication skills.

· 
Intermediate computer skills including the ability to do some advanced functions within various software packages.

· 
Ability to develop expert product knowledge for areas of responsibility.

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 US.Accommodation@roche.com .

Job Level:
Individual contributor

· 

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