Strategic Customer Support Coordinator

United States of America, Indiana, Indianapolis

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Organizes and implements a variety of responsibilities related to the flow of materials, products, services and associated systems information. Duties involve, but are not limited to, supply chain services, inventory control, critical parts availability, material handling, import-export licensing and documentation, shipment of products, and third party warehousing. Evaluates customer support and field service commitments to ensure customer requirements are met. Serves as liaison between sales and operations teams to develop concepts and coordinate product knowledge; provides data analysis for production planning and volume studies; and participates in process/rating improvement efforts. Assists in developing logistics plans and procedures. May drive the state of compliance with national and international customs and trade related topics. Evaluates customer support. Works independently within guidelines and policies, receives minimal guidance. Acts as a resource for colleagues with less experience and provides functional guidance.

The Opportunity:

  • Balances the voice of the customer with supply chain objectives to deliver a market leading customer experience.

  • Coordinates with internal and external stakeholders to develop and execute strategies which create value added solutions.

  • Builds strong internal and external partnerships to deliver on supply chain objectives, strategy and measures.

  • Direct order-to-invoice support including the ability to partner with strategic customers to facilitate solutions that deliver operational excellence from order placement to delivery.

  • Leads/Participates in process improvement initiatives including optimizing the customer journey touchpoints. Develops or assists in the creation of departmental protocols. May assist in training and mentoring support staff.

  • Ability to translate business processes into strategic value stream opportunities that directly impact the customer experience.

  • Executes and manages support functions and databases (Customer by Demand Report, Open Orders, SAP, and others as needed).

  • Executes reporting.  Supports requests for information regarding customer performance, volume, inventory and other inquiries

Who you are:

  • Bachelor’s Degree and/or a minimum of 2 years business experience.

  • Strong computer skills with competence in both Microsoft and Google Suites, SAP applications, and Smartsheet.

  • Strong communication skills (oral and written), including presentation skills, collaborative problem solving, and analytical skills.

  • Strong organization and planning skills including project management.

  • Knowledge of materials management and logistics.

  • Be able to work independently and in a team environment

    Roche is an equal opportunity employer and strictly prohibits unlawful discrimination based upon an individual’s race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.

    If you have a disability and need an accommodation in connection with the on-line application process, please email us at

    Job Level:

    Individual contributor