Customer Experience Specialist - Johannesburg at Roche

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 extract value or optimize efficiencies across Roche and Customer’s supply  chain, responsible for the management and delivery of the  approved projects – these can range from operational cost  savings projects to Customer service change models (MOQ).
• Provide Logistics organizations with functional continuous  improvement support across all routes to market. Focus of activity should be Customer, Service and cost related.
• Share & identify best practice productivity opportunities  across the Logistics operations.

Customer Working Relationships

• Develop an in-depth knowledge and understanding of the market, regulatory factors, customer’s systems, process key performance indicators and ways of working.
• Relationship management across key departments (Sales/Logistics/Demand Planning), owning and implementing the contact strategy to deliver strong cost, cash and service results.
• Represent the combined face of the Customer/Roche to our internal departments and service providers to facilitate  business priority alignment.

Additional Challenges

• Know the legal and compliance responsibilities of the position; raise questions and concerns when faced with, or you learn of an ethical or compliance issue. Apply  integrity in all aspects of professional conduct.

You, as our ideal candidate, will have the following skills, experience and education:

• You are a proactive individual who possesses a combination of exceptional teamwork and collaboration / communication skills and you have the ability to see the bigger picture and develop future plans while efficiently completing your daily tasks with accuracy and attention to detail. You have strong planning, organizing, and prioritizing capabilities and excellent problem-solving skills in addition to your technical and business expertise supply chain. You show proficiency in project management with a data-driven approach with a drive to deliver results.
• Qualification: Diploma or Degree in Logistics Management or similar.
• Experience: At least 3-5 years in customer experience in logistics or similar.
• Other requirements: Strong ERP knowledge.
• Note that relocation benefits are not available for this role.