Customer Excellence & Digital Transformation Partner

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

Customer Excellence & Digital Transformation Partner

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. Doing now what patients need next.

The Role:

As a “Customer Excellence & Digital Transformation Partner” within our Supply Chain team in Spain, you will be at the heart of our evolution. This is not just an order management role; it is also a consultative position designed to bridge the gap between traditional operations and a digital-first future.

You will be responsible for the end-to-end "Order to Cash" journey, ensuring that every interaction adds value to our clinicians and patients. You will act as a Catalyst for change, moving from reactive processing to proactive customer consultancy, helping our partners optimize their ordering patterns and embrace digital ecosystems.

The role provides an end-to-end visibility and responsibility in terms of order lifecycle, from the moment the orders are captured in our systems, pricing topics, logistics fulfillment as well as billing & collecting. 

Offering a unique challenge combining operative responsibility and digitalization projects.

Your Key Challenges & Responsibilities:

-Strategic Order Management: Execute the daily management of customer orders within SAP with precision, acting as the primary point of contact to ensure a seamless experience.

-Digital Onboarding & Transformation: Drive the continuous development of the customer journey by migrating clients to automated solutions (EDI, Webshop/Online Ordering, Track and Trace). You will represent the Spanish affiliate in regional forums to align on global digital strategies.

-Consultative Logistics: Analyze customer ordering patterns to identify inefficiencies. Act as an Architect to influence and advise clients on better planning, safety stocks, and consolidated ordering to improve operational flow for both the client and Roche.

-Agile Collaboration: Work within cross-functional "Squads" to break down silos. Contribute to strategic projects that radically simplify current processes and shorten the "Order to Cash" cycle.

-Ownership of Customer Experience: Manage and resolve customer claims and enquiries using CRM tools (Rexis), ensuring high-quality resolution and redirecting non-logistic issues to the appropriate experts. Detecting and analyzing repetitive claims - reduce long term customer claims through root cause analysis with respective solutions. 

-Change Management: Act as a Visionary by communicating and accompanying our customers through the transition from manual email-based ordering to digital-first interactions.

-Digital Solution Testing & Deployment: Participation in the user acceptance testing (UAT) and deployment of new digital tools or AI solutions that streamline O2C processes.

Who You Are:

-A Proactive Mindset: You are energized by a fast-paced, demanding environment and possess the "courageous" spirit needed to navigate uncertainty.

-Experienced Professional: You have a solid background in Customer Service,Supply Chain, Billing, Accounts Receivable or Pricing Administration (SAP experience is a must). You understand that the "What" (results) is just as important as the "How" (mindset and collaboration).

-Effective Communicator: You possess excellent phone etiquette and the assertive communication skills required to influence stakeholders and "burn" old habits in favor of new, agile ways of working.

-Analytical & Creative: You don't just enter data; you see the story behind the numbers. You identify patterns and propose creative solutions to improve efficiency and customer satisfaction.

-Agile & Adaptable: You are familiar with AGILE methodologies and are committed to continuous learning and fast iteration.

-Digital skills: You enjoy seeing new digital & automated tools deployed which make the lives of our customer and us easier and more efficient allowing us to focus on tasks that really add value. You see innovation and AI deployment as an opportunity. Proven track record in deploying or supporting the implementation of automation technologies (e.g., RPA, workflow automation, AI applications) within a Supply Chain or Finance environment

-Sensibility for accuracy: Specific experience ensuring data quality and governance standards for critical O2C elements (customer master, material master, pricing condition records) to ensure reliable automation and AI outcomes.

-Language Skills: You are fluent in Spanish and have a professional command of English, enabling you to collaborate with regional colleagues. A good command of Catalan is very welcome.

What We Offer:

At Roche, we offer more than just a job. We offer the opportunity to contribute to a collective leadership culture where every individual contributor is empowered to be a leader. You will have a clear framework for development, where your contributions are recognized and rewarded based on the impact you create for our patients.

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.