Customer Experience Specialist

Your Impact:

• As part of the Supply Chain team, you will provide remarkable customer experience to the Global Access Program (GAP) customers within East Africa.
• You will be responsible for end-to-end customer order journey including import and export processes (direct delivery/ drop shipment/ cross border exports/ duty waivers), and resolution of customer complaints
• You will support development and implementation of the Joint Supply Plan through collaboration meetings between Roche and the customer, providing information inputs and outputs to ensure the meetings deliver against agreed objectives
• You will develop effective working relationships with supply chain players including; business partners, 3PL, and clearing agents to ensure seamless flow of products and information.
• You will maintain Quality supply Chain at all times and collaborate with Roche Quality to uphold and improve quality in all areas of our supply chain in addition to compliance with SHE rules, standards, regulations set out by Roche.
• You will learn and apply knowledge on legal and compliance responsibilities of the position; raise questions and concerns when faced with, or you learn of, an ethical or compliance issue. In addition apply integrity in all aspects of professional conduct
• You will identify opportunities for continuous improvement to enhance supply chain efficiency, supply chain quality improvement, cost optimization, as well as document and share best practice across the Logistics operations
• You will be preparing, processing, collating, and transmitting relevant complete end-to-end import/export operations documents to both customers and their respective customs

Your Profile:

• You have keen interest in continuously building personal network and posses good negotiation skills coupled with data based approach with strong conflict management skillset
• You are resourceful and flexible in problem solving and working in a collaborative and inclusive manner
• You have ability to see bigger picture and develop future plan as well as complete daily tasks with excellent organization and prioritization skills.
• You have medium to advanced knowledge on use of data processing tools such as MS excel or Google sheets
• You demonstrates experience and knowledge in import & export operations, customer experience or supply chain roles.
• You have confirmed understanding of ERP systems - SAP is desirable.
• You preferably have a Bachelor degree with experience and/or professional training in customer care, logistics, supply chain, procurement or equivalent