Order Handling Agent

Bei Roche kannst du ganz du selbst sein und wirst für deine einzigartigen Qualitäten geschätzt. Unsere Kultur fördert persönlichen Ausdruck, offenen Dialog und echte Verbindungen. Hier wirst du für das, was du bist, wertgeschätzt, akzeptiert und respektiert. Dies schafft ein Umfeld, in dem du sowohl persönlich als auch beruflich wachsen kannst. Gemeinsam wollen wir Krankheiten vorbeugen, stoppen und heilen und sicherstellen, dass jeder Zugang zur Gesundheitsversorgung hat – heute und in Zukunft. Werde Teil von Roche, wo jede Stimme zählt.

Die Position

Customer Excellence & Digital Transformation Partner

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. Doing now what patients need next.

The Role :

As a “Customer Excellence & Digital Transformation Partner” within our Supply Chain team in Spain, you will be at the heart of our evolution. This is not just an order management role; it is also a consultative position designed to bridge the gap between traditional operations and a digital-first future.

You will be responsible for the end-to-end "Order to Cash" journey, ensuring that every interaction adds value to our clinicians and patients. You will act as a Catalyst for change, moving from reactive processing to proactive customer consultancy, helping our partners optimize their ordering patterns and embrace digital ecosystems.

The role provides an end-to-end visibility and responsibility in terms of order lifecycle, from the moment the orders are captured in our systems, pricing topics, logistics fulfillment as well as billing & collecting.

Offering a unique challenge combining operative responsibility and digitalization projects.

Your Key Challenges & Responsibilities :

• -Strategic Order Management: Execute the daily management of customer orders within SAP with precision, acting as the primary point of contact to ensure a seamless experience.
• -Digital Onboarding & Transformation: Drive the continuous development of the customer journey by migrating clients to automated solutions (EDI, Webshop/Online Ordering, Track and Trace). You will represent the Spanish affiliate in regional forums to align on global digital strategies.
• -Consultative Logistics: Analyze customer ordering patterns to identify inefficiencies. Act as an Architect to influence and advise clients on better planning, safety stocks, and consolidated ordering to improve operational flow for both the client and Roche.
• -Agile Collaboration: Work within cross-functional "Squads" to break down silos. Contribute to strategic projects that radically simplify current processes and shorten the "Order to Cash" cycle.
• -Ownership of Customer Experience: Manage and resolve customer claims and enquiries using CRM tools (Rexis), ensuring high-quality resolution and redirecting non-logistic issues to the appropriate experts. Detecting and analyzing repetitive claims - reduce long term customer claims through root cause analysis with respective solutions.
• -Change Management: Act as a Visionary by communicating and accompanying our customers through the transition from manual email-based ordering to digital-first interactions.
• -Digital Solution Testing & Deployment: Participation in the user acceptance testing (UAT) and deployment of new digital tools or AI solutions that streamline O2C processes.

Who You Are :

• -A Proactive Mindset: You are energized by a fast-paced, demanding environment and possess the "courageous" spirit needed to navigate uncertainty.
• -Experienced Professional: You have a solid background in Customer Service,Supply Chain, Billing, Accounts Receivable or Pricing Administration (SAP experience is a must). You understand that the "What" (results) is just as important as the "How" (mindset and collaboration).
• -Effective Communicator: You possess excellent phone etiquette and the assertive communication skills required to influence stakeholders and "burn" old habits in favor of new, agile ways of working.
• -Analytical & Creative: You don't just enter data; you see the story behind the numbers. You identify patterns and propose creative solutions to improve efficiency and customer satisfaction.
• -Agile & Adaptable: You are familiar with AGILE methodologies and are committed to continuous learning and fast iteration.
• -Digital skills: You enjoy seeing new digital & automated tools deployed which make the lives of our customer and us easier and more efficient allowing us to focus on tasks that really add value. You see innovation and AI deployment as an opportunity. Proven track record in deploying or supporting the implementation of automation technologies (e.g., RPA, workflow automation, AI applications) within a Supply Chain or Finance environment
• -Sensibility for accuracy: Specific experience ensuring data quality and governance standards for critical O2C elements (customer master, material master, pricing condition records) to ensure reliable automation and AI outcomes.
• -Language Skills: You are fluent in Spanish and have a professional command of English, enabling you to collaborate with regional colleagues. A good command of Catalan is very welcome.

What We Offer :

At Roche, we offer more than just a job. We offer the opportunity to contribute to a collective leadership culture where every individual contributor is empowered to be a leader. You will have a clear framework for development, where your contributions are recognized and rewarded based on the impact you create for our patients.

Wer wir sind

Eine gesündere Zukunft treibt uns zur Innovation an. Mehr als 100.000 Mitarbeiter weltweit arbeiten gemeinsam daran, wissenschaftliche Fortschritte zu erzielen und sicherzustellen, dass jeder Zugang zur Gesundheitsversorgung hat – heute und für zukünftige Generationen. Durch unser Engagement werden über 26 Millionen Menschen mit unseren Medikamenten behandelt und mehr als 30 Milliarden Tests mit unseren Diagnostik-Produkten durchgeführt. Wir ermutigen uns gegenseitig, neue Möglichkeiten zu erkunden, Kreativität zu fördern und hohe Ziele zu setzen, um lebensverändernde Gesundheitslösungen zu liefern.

Gemeinsam können wir eine gesündere Zukunft gestalten.

Roche ist ein Arbeitgeber, der die Chancengleichheit fördert.