Supply Chain Customer Care Manager

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

As the Brazil Supply Chain Customer Care Manager, you will be leading the Voice of the Customer area, Order Management for Reagents, Consumables, Accessories, and Instruments as well as team leader for SCM Business Partners, primarily to exceed expectations and delight Roche customers. You will lead a team and functional area that provides tactical focus to the customer experience for Logistics Service (Replenishment, Order, and Delivery). This role ensures that client perspectives are understood and addressed by Supply Chain colleagues and partners, resulting in improved delivery of products and services.

Being positioned as a Customer Value Stream partner, you will build mutually beneficial relationships with Internal and External Partners and customers to enable Roche DIA Brazil to deliver the best solutions in terms of replenishment process and instruments delivery to install.

As a successful Brazil Supply Chain Customer Care Manager, you will possess a deep understanding of Roche’s End to End Value Streams to customers. You will foster digital transformation whilst addressing agile solutions with the team to develop, design, collaborate, and innovate to continue delivering sustainable supply chain solutions for optimal customer care.

Your key responsibilities

• Design and develop continuous review supporting the affiliate having an organizational structure flexible to best support the Roche DIA Brazil Go To Market execution.
• Establish with the team industrial daily routines to have automated order processing and inventory allocation.
• Implement and sustain the best practices in terms of visibility and transparency of ordering and delivery to customers and partners.
• Develop, evaluate, and implement in collaboration with the local DIA Supply Chain team a sustainable process to expedite orders through an alternative flow to delight customers as needed.
• Develop, evaluate, and implement strategies to gather and respond to client feedback.
• Work with cross-functional teams to align customer interests with business objectives.
• Identify opportunities to improve service delivery.
• Serve as the primary contact in the customer experience team in resolving repeated logistics issues.
• Provide direction for a more strategically oriented customer service experience including streamlining points of interaction between the customer and the logistics team and simplifying processes.
• Ensure that the team is accountable to manage the operations order flow with risk mitigation through predictive alerts (KPP – key performance predictors).

Qualifications and Experience

• Strong communicator, able to convey complex ideas in a clear, concise manner both verbally and in writing, comfortable in business and technical discussions.
• Self-starter who enjoys working in a fast-paced, collaborative, and innovative high-growth transformation environment.
• Strong process orientation with a proven track record of process improvement.
• Innovative mindset that demonstrates a high level of imagination and creativity to provide solutions to complex system organization and process issues.
• Bachelor's degree (scientific, digital, economic, or business degree). An advanced degree in Business and Social Communication and/or MBA is a plus, with a track record of strong Customer Care, Customer Experience leadership, or 10+ years cumulative experience in Supply Chain and logistics Operations.
• Experienced people leader with 5+ years of ability to coach and develop talent.
• Highly collaborative and able to influence, understand, and align with stakeholders at all levels across the organization.
• Fluent in English and Portuguese (oral & written) is essential.
• Knowledge of SAP modules SD and MM.

In addition, the following skills will make you successful in your position and career development at Roche:

● Collaborative Network Ways of working, Digital Literacy, Risk Taking & Experimentation, Systems Thinking, Customer Centricity, CX Management, Performance Analytics.

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.

Roche is an Equal Opportunity Employer.