Customer Experience Specialist

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. 

The Opportunity

Roche in Johannesburg has an opening for a Customer Experience Specialist, Domestic for the Diagnostics business.

You as our successful candidate will form part of the Customer Services Team and will report to the Customer Services Manager.

You will be responsible for working with Roche customers to improve Customer Service and to establish a relationship with the customer.

You will identify and deliver on opportunities to extract value from both Roche and the Customer’s supply chain – enhancing both businesses.

Key Challenges

Maximise Customer Experience


* Daily review of customer KPI’s ensuring all delivery shortages and failures are investigated and resolved – making recommendations to both the customer and Roche  teams.


* Investigation of all lines which are short supplied to customers and implementing corrective actions.


* Maintain stock levels within agreed tolerances.


* Maintain Customer Master Data cross functionally with  3PL & AR.

Promotional Planning


* Together with the Inbound Planning Team (Demand  Planner), build and support seasonal plans with a focus on maximization of availability for Roche products. 


* Build collaborative plans to service Promotions, NPD, Launches, range changes to achieve Instocks/Sell On/Sell In target as per customer agreements.

Provide updates to the Customer on these elements. 


* Commercial and Roche operational teams to support  maximized availability across all customers.

Liaise as required with Field teams on 1st hand customer complaints logged with Field teams.


* Drive OTIF by providing customer insight and influence to  deliver improved promotional, forecasting and replenishment accuracy.

Development and implementation of the Joint Supply Plan


* Participation in collaboration meetings between Roche and the customer, providing information inputs and outputs to ensure the meetings deliver against agreed  objectives. 


* Supporting logistical reviews to enhance service & Roche efficiencies: Order frequency, lead-time, vehicle  utilization, delivery times. 


* Facilitate end-to-end supply chain reviews to identify  potential opportunities for cost savings across all Roche  product categories.


* Identify projects that can be used to ...