Protege Program | Supply Chain Operations Partner (1-year Contract)

Responsibilities and Accountabilities

• Responsible for providing a high level of customer service to Roche Malaysia customers via our designated customer communication channels.

• Primary contact point responsible for managing end-to-end customer queries and complaints:

• Receipt of query/complaint

• Working with stakeholders to identify root cause and solution 

• Communication to customers

• Ensuring customer satisfaction prior to each case closure

• Collaborate with both internal and external cross-functional team members.

• Liaise with the Distributor on matters pertaining to customer queries and complaints.

• Providing daily support on supply chain operations as required.

• Consolidate any required reports related to customer service.

• Any other duties that may be assigned from time to time as required by the business, including improvement projects.

• All Roche employees are expected to practice high standards of compliance with both external and internal policies and regulations as well as participate and be involved in Safety, Health and Environmental initiatives within the Company.

Competencies

• Customer Focus: Strong commitment to meeting customer needs and expectations by providing excellent customer service and resolving queries or complaints efficiently.

• Communication Skills: Excellent verbal and written communication skills to effectively interact with customers, stakeholders, and our distributor.

• Problem-Solving: Proactive and analytical mindset to identify the root cause of customer queries or complaints and work collaboratively with stakeholders to find appropriate solutions.

• Collaboration: Being able to work effectively with cross-functional teams and stakeholders to gather necessary information, drive alignment, and implement solutions.

• Attention to Detail: Paying close attention to detail is essential for accurately capturing and documenting customer information, understanding specific requirements, and ensuring customer satisfaction through precise case management.

• Time Management: Effective time management skills to prioritize and manage multiple customer queries and complaints simultaneously.

• Adaptability: Being flexible and adaptable to changing priorities and customer needs in a dynamic work environment.