Customer Planning & Reporting Specialist (German and English speaker)

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Position

The Customer Planning and Reporting Specialist supports the Roche Diagnostics service field team with various activities including creating and monitoring of cases and reports, produce the Service dashboard containing main department KPI’s, and ensures interface between call center, customers and Service field team. You prepare Service offers and maintenances plans, perform reconciliation between CRM and billing systems, and support customer experience initiatives on deployment and monitoring the customer surveys.

Your Responsibilities

Dispatching / creating cases for proactive activities of the field team

Monitoring spare parts orders

Starts the replacement process for third parties accessories like UPS, water station, etc

Monitor and adjust the Service spare parts stocks (trunk and warehouse)

Support for / checking / correcting Field Service Reports

Train new colleagues on CRM system

Offers support for requested documentation for Finance & Commercial departments

Produce customer offers for spare parts and service activities

Maintain the relationship with third parties suppliers for dispatching cases and installation projects as well as invoice monitoring

Deployment and monitoring the event-based surveys

Extract recurrent reports and propose actions to drive KPI’s in defined targets.

Define process for critical issues received via surveys and follow up on actions taken

Who You Are

You hold a University degree and built work experience in a similar/related Customer Support role

You have advanced MS office applications (Excel, PowerPoint). Previous experience with CRM systems (e.g. Salesforce) and SAP are preferred but not required

You are well organized, are able to prioritize work, and have advanced analytical skill

You have advanced interpersonal skills, able to work independently or in a team, and are able to collaborate well with all levels

You are a self-starter, with a positive and client-oriented attitude, able to cope with change and to prioritize multiple tasks to ensure timely and high-quality accomplishment

You master Romanian, English and German languages both spoken and in writing

Important note

The selected candidate will be offered a 12 months outsourced contract

Who we are

A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let’s build a healthier future, together.

Roche is an Equal Opportunity Employer.