Global Customer Experience End to End Demand to Pay - Downstream Specialist (Mandarin 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

As a team member of RSS, you execute the day-to-day activities according to the agreed service level requirements, in compliance with the SOPs of the respective business sub-process.

It is also key to follow the instructions of the Team Lead regarding the daily work coordination.

You are responsible for managing incoming and outgoing phone calls based on the predefined SLAs and processes and incoming Service Now tickets. With your dedicated work, you contribute continuously to the improvement of the performance of Roche.

You will be :

• Service Delivery : Your key responsibilities will be providing support on 1st level  questions, system related questions, role management, consultancy services on existing procurement functionalities of the system/platform for end users. Providing support primarily by phone and ticketing tool for above mentioned system  related queries coming from Indirect Procurement End Users. Creating/maintaining and following up cases/tickets in the adequate quality and in timely manner – within 24 hours if possible- in order to achieve the best response and end-to-end resolution time. Proceed with role ownership tickets in timely manner according to the guidelines

• Responsible for first level issue resolution and being able to make decision on further actions for completing and resolving the upcoming requests and issues. Being a bridge between other resolver groups and the business, by reviewing feedback related incidents and sharing the knowledge and instructions with the Requestor on the adequate level. Work on scheduled and ad-hoc reporting activities, pro-actively practice the available and required tool sets. Work on the regular and ad-hoc monitoring activity and apply fixes as needed. Being responsible and contribute to a proper availability planning within the Team by discussing planned holiday/training schedule in advance

• Cross-Functional Collaboration : Contribute continuously to the implementation of new tasks and responsibilities coming to the RSS

• Outputs & Deliverables : Maintaining SOPs, Annexes and training materials for 1st level support. Prepare and share knowledge base documents in timely manner or for the requested deadline.

• Employees are responsible for performing their duties in line with the SHE (Safety, Security, Health and Environmental Protection) Guidelines and the applicable law. It is required to complete the mandatory training courses and follow procedures and instructions accordingly.

Your skills:

•  You bring the following skills and competencies: Experience in supplier relationship management. Basic understanding of procurement support. Familiar with ticketing tools

• Good numerical and analytical skills. React to problems in an appropriate manner. Able to work in a fast paced environment. Good at time management. Open to working in afternoon schedule until 6:00 pm. Excellent troubleshooting and problem solving skills. Outstanding customer service and interpersonal skills

• Highly accountable, agile, and results oriented. Ability to communicate clearly with technical and non-technical audiences, both verbally and written. Excellent organizational skills and ability to prioritize tasks. Strong communication skills in English and Mandarin are essential. Additional languages will be an advantage.

• We are seeking an individual with 1-3 years of experience in Procurement operational or support. Experience and knowledge of SAP/ SAP SRM. Proficiency in Mandarin and English (read, write, understand) is a must as candidates are required to provide support in Mandarin language.

• Experience in Shared Service or Customer Service Centre in a support function is a plus

• You bring the following qualifications: University or College Degree in Finance, Informatics, Business Administration or Economics subject

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.