Customer Service Coordinator (temporary assignment 12 months)

Canada, Québec, Laval


This is a temporary assignment of up to 12 months

Starting date: February 2018  

What’s in it for you?

Looking for a challenging and rewarding experience? Do you have customer service experience and want an opportunity to shine and make a difference in your field? Here at Roche, we offer a dynamic, supportive workplace based on trust and respect, a strong team environment that rimes perfectly with harmony and humanity and a company that offers great perks such as a workout class group, a cafeteria serving diverse meals every day, massage chairs, ping-pong and pool tables, free coffee, recognition rewards, etc.

In this role, you will develop strong relationships with our customers and our sales team. You will closely follow-up on any open supply chain aspects, from the order to the invoice, to meet customer needs and to offer a proactive service which is a key differentiator for Roche. Also, you will be responsible for the Point of Care business by ensuring that our reserved lot program for this business unit is well managed. You will own the renewal process with customers and helps us maintain our great reputation.

We guarantee you many opportunities to grow as a customer service coordinator, our focus is on our people. And yeah, you also get to work for a well-known multinational company that has been on numerous top employers list worldwide. Come live the Roche experience!

Still curious? …As a Customer Service Coordinator, you will:

•…provide a “World Class” customer service in assisting customers and sales team with their inquiries about our supply chain offering, anything around their orders, our Roche ‘s policies around sales and returns

•…analyze daily reports, focusing on the Point of Care business unit to ensure fast resolution of any open documents such as open orders, billing block, delivery block, etc.

•…follow up with customers on any inquiries and communicate any discrepancies or issues that may not be aligned with the customer’s or Roche’s expectations

•…seek opportunities to proactively provide clients with additional information that could add mutual value and efficiencies

•…have a continuous improvement mindset to ensure the issue is resolved for good

•…follow up on the sequestered lot program for all Point of Care customers

•…work collaboratively as a part of a dynamic team to continuously learn, improve and grow, offering help to others in the team

•…fill in any vendor performance reports, offer root cause and corrective actions pertinent to the issues

•…analyze and explain Key Performance Indicators for your customers