Customer Experience Specialist

3 weeks ago

Johannesburg, South Africa Roche Full time

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

The Position
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.

The Opportunity

Roche in Johannesburg has an opening for a Customer Experience Specialist, Domestic for the Diagnostics business. You as our successful candidate will form part of the Customer Services Team and will report to the Customer Services Manager. You will be responsible for working with Roche customers to improve Customer Service and to establish a relationship with the customer. You will identify and deliver on opportunities to extract value from both Roche and the Customer’s supply chain – enhancing both businesses.

Key Challenges

Maximise Customer Experience

- Daily review of customer KPI’s ensuring all delivery shortages and failures are investigated and resolved – making recommendations to both the customer and Roche teams.

- Investigation of all lines which are short supplied to customers and implementing corrective actions.

- Maintain stock levels within agreed tolerances.

- Maintain Customer Master Data cross functionally with 3PL & AR.

Promotional Planning

- Together with the Inbound Planning Team (Demand Planner), build and support seasonal plans with a focus on maximization of availability for Roche products.

- Build collaborative plans to service Promotions, NPD, Launches, range changes to achieve Instocks/Sell On/Sell In target as per customer agreements. Provide updates to the Customer on these elements.

- Commercial and Roche operational teams to support maximized availability across all customers. Liaise as required with Field teams on 1st hand customer complaints logged with Field teams.

- Drive OTIF by providing customer insight and influence to deliver improved promotional, forecasting and replenishment accuracy.

Development and implementation of the Joint Supply Plan

- Participation in collaboration meetings between Roche and the customer, providing information inputs and outputs to ensure the meetings deliver against agreed objectives.

- Supporting logistical reviews to enhance service & Roche efficiencies: Order frequency, lead-time, vehicle utilization, delivery times.

- Facilitate end-to-end supply chain reviews to identify potential opportunities for cost savings across all Roche product categories.

- Identify projects that can be used to extract value or optimize efficiencies across Roche and Customer’s supply chain, responsible for the management and delivery of the approved projects – these can range from operational cost savings projects to Customer service change models (MOQ).

- Provide Logistics organizations with functional continuous improvement support across all routes to market. Focus of activity should be Customer, Service and cost related.

- Share & identify best practice productivity opportunities across the Logistics operations.

Customer Working Relationships

- Develop an in-depth knowledge and understanding of the market, regulatory factors, customer’s systems, process key performance indicators and ways of working.

- Relationship management across key departments (Sales/Logistics/Demand Planning), owning and implementing the contact strategy to deliver strong cost, cash and service results.

- Represent the combined face of the Customer/Roche to our internal departments and service providers to facilitate business priority alignment.

Additional Challenges

- Know the legal and compliance responsibilities of the position; raise questions and concerns when faced with, or you learn of an ethical or compliance issue. Apply integrity in all aspects of professional conduct.

You, as our ideal candidate, will have the following skills, experience and education:

You are a proactive individual who possesses a combination of exceptional teamwork and collaboration / communication skills and you have the ability to see the bigger picture and develop future plans while efficiently completing your daily tasks with accuracy and attention to detail. You have strong planning, organizing, and prioritizing capabilities and excellent problem-solving skills in addition to your technical and business expertise supply chain. You show proficiency in project management with a data-driven approach with a drive to deliver results.

- Qualification: Diploma or Degree in Logistics Management or similar.

- Experience: At least 3-5 years in customer experience in logistics or similar.

- Other requirements: Strong ERP knowledge.

Note that relocation benefits are not available for this role.

Who we are
At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

Roche has played a pioneering role in healthcare as an innovator of products and services for the early detection, prevention, diagnosis and treatment of diseases. The company has operated in South Africa since 1947.The local office of Roche Diagnostics is based in Midrand, Johannesburg and it has offices throughout Southern Africa and Sub-Sahara Africa. We employ over 180 employees in our Diagnostics division.

Roche is an Equal Opportunity Employer.

  • Customer Experience Specialist

    5 months ago

    Johannesburg, South Africa GAP Consulting Full time

    Gauteng, JHB - Northern Suburbs - Automotive Manufacturers (OEM) & Importers - Market Related | Negotiable - Job ref: OEM000085/LvdW - Vacancy type: Permanent SHIFTINTOHIGHCAREER by joining an Automotive Manufacturer that seeks the expertise of a Customer Experience Specialist **Minimum Requirements**: - Minimum of 5 to 10 years’ experience in a...

  • Customer Experience Specialist

    1 month ago

    Johannesburg, South Africa Jobted ZA C2 Full time

    Minimum Requirements: - Minimum of 5 to 10 years’ experience in a Customer Experience Specialist capacity at Automotive OEM Level - Tertiary Qualification in Marketing | Branding or similar - Strong working knowledge in Automotive OEM Customer Experience, Loyalty Programme and Event disciplines - Participation in OEM Product positioning, Creative and...

  • Customer Experience Specialist

    2 months ago

    Johannesburg, South Africa Gap Consulting Full time

    Minimum Requirements:Minimum of 5 to 10 years’ experience in a Customer Experience Specialist capacity at Automotive OEM LevelTertiary Qualification in Marketing | Branding or similar Strong working knowledge in Automotive OEM Customer Experience, Loyalty Programme and Event disciplinesParticipation in OEM Product positioning, Creative and...

  • Customer Experience Specialist

    2 months ago

    Johannesburg, South Africa Gap Consulting Full time

    Minimum Requirements: Minimum of 5 to 10 years’ experience in a Customer Experience Specialist capacity at Automotive OEM Level Tertiary Qualification in Marketing | Branding or similar  Strong working knowledge in Automotive OEM Customer Experience, Loyalty Programme and Event disciplines Participation in OEM Product positioning, Creative and...

  • Customer Experience Transformation Specialist

    2 weeks ago

    Johannesburg, Gauteng, South Africa Paton Personnel Full time

    CX Specialist/Management Consultant RoleAs a Customer Experience Transformation Specialist at Paton Personnel, you will leverage your CX skills and qualifications to enhance existing experience and processes, enabling new strategic customer journeys and experiences. Key performance indicators will focus on positive changes in customer perceptions, attitudes,...

  • Customer Experience Specialist

    1 month ago

    Johannesburg, South Africa FirstRand Full time

    Job Description To provide expertise, advice and formulate/document the customer journey experience across the business interacting with customers across channels, products, segments and platforms to understand customer needs, behaviours and expectations in order to provide strategic insight to the Business to ensure informed decisions are made and enhance...

  • Customer Experience Expert

    1 month ago

    Johannesburg, Gauteng, South Africa Gap Consulting Full time

    Customer Experience SpecialistWe are seeking a highly experienced Customer Experience Specialist to join our team at Gap Consulting. The ideal candidate will have a strong background in Automotive OEM Customer Experience, Loyalty Programme, and Event disciplines.Key Responsibilities:Develop and implement customer experience strategies to drive loyalty and...

  • Customer Experience Strategist

    4 weeks ago

    Johannesburg, Gauteng, South Africa Ad Talent Full time

    Customer Journey Mapping SpecialistWe are seeking a skilled Customer Journey Mapping Specialist to join our team at Ad Talent. As a key member of our organization, you will be responsible for designing and implementing strategies that enhance the customer experience across all touchpoints.Key Responsibilities:Develop detailed customer journey maps to...

  • Customer Experience Manager

    2 months ago

    Johannesburg, Gauteng, South Africa Gap Consulting Full time

    Customer Experience SpecialistWe are seeking a highly experienced Customer Experience Specialist to join our team at Gap Consulting. The ideal candidate will have a strong background in customer experience, loyalty programs, and event disciplines within the automotive OEM industry.Key Responsibilities:Develop and implement customer experience strategies to...

  • Customer Experience Specialist: Automotive

    3 weeks ago

    Johannesburg, Gauteng, South Africa Asource Recruitment Full time

    As a key member of our team at Asource Recruitment, we are seeking a highly skilled CUSTOMER EXPERIENCE SPECIALIST: AUTOMOTIVE to join our team. This role is responsible for building and maintaining strong relationships with our customers, ensuring their needs are met and exceeded.The ideal candidate will have a creative skillset, enabling them to brainstorm...

  • Customer Experience Expert

    2 weeks ago

    Johannesburg, Gauteng, South Africa FirstRand Bank Limited Full time

    About the Role:Job Title: CX Design SpecialistJob Summary: We are seeking an experienced CX Design Specialist to join our team. The ideal candidate will have a strong understanding of customer experience and be able to map customer journeys, understand stakeholder requirements, and develop CX methodologies.Key Responsibilities:• Perform research analysis...

  • Customer Experience Specialist: Automotive

    2 months ago

    Johannesburg, Gauteng, South Africa Asource Recruitment Full time

    Job Summary:We are seeking a highly skilled and experienced Automotive Customer Experience Specialist to join our team at Asource Recruitment. The ideal candidate will be responsible for building and managing customer operations and loyalty programs for our automotive brand.Key Responsibilities:Customer Loyalty Program Development: Develop and manage a...

  • Customer Experience Strategist

    1 month ago

    Johannesburg, Gauteng, South Africa Ad Talent Africa Full time

    Customer Journey Mapping SpecialistWe are seeking a skilled Customer Journey Mapping Specialist to join our team at Ad Talent Africa. As a leading Financial Services company, we offer affordable and reliable financial services to the emerging consumer.The ideal candidate will be responsible for mapping, analysing and enhancing the customer experience across...

  • Oem Customer Experience Specialist

    5 months ago

    Johannesburg, South Africa Unique Personnel Full time

    **Job Number** - 70925 **Job Type** - Permanent **Job Title** - (D8987) OEM Customer Experience Specialist (Passen **Computer Skills** - MS Office **Industry** - Automotive **City** - Johannesburg (Incl. Northern Suburbs) **Province** - Gauteng - An up and coming, fast growing automotive OEM requires an experienced Passenger Vehicle Customer Experience...

  • Customer Experience Strategist

    4 weeks ago

    Johannesburg, Gauteng, South Africa Gap Consulting Full time

    Key Responsibilities:As a seasoned Customer Experience Specialist, you will be responsible for leading the development and implementation of customer experience strategies across various automotive OEMs. Your expertise in customer experience, loyalty programs, and event disciplines will be crucial in driving business growth and customer...

  • Customer Experience Strategist

    1 month ago

    Johannesburg, Gauteng, South Africa Paton Personnel Full time

    Customer Experience Management OpportunityWe are seeking a skilled Customer Experience Management professional to join our team at Paton Personnel. As a CX Specialist/Management Consultant, you will play a key role in enhancing existing customer experience processes and enabling new strategic customer journeys.Key Responsibilities:Develop and implement...

  • Customer Experience Strategist

    4 weeks ago

    Johannesburg, Gauteng, South Africa Paton Personnel Full time

    Customer Experience ExcellenceWe are seeking a seasoned CX Specialist/Management Consultant to join our team at Paton Personnel. The ideal candidate will have a strong background in customer experience management, with a proven track record of enhancing existing processes and enabling new strategic customer journeys.Key Responsibilities:Develop and implement...

  • Insurance Sales and Customer Experience Specialist

    3 days ago

    Johannesburg CBD, South Africa Rand Mutual Admin Services Full time

    Role OverviewWe are seeking an experienced Insurance Sales and Customer Experience Specialist to join our team at Rand Mutual Admin Services. This role requires a strong background in insurance sales, customer service, and claims management.

  • Customer Experience Manager

    7 months ago

    Johannesburg, South Africa L'Oreal Full time

    The Objective of the Role: The Customer Experience and Social Media Specialist role is integral to creating a cohesive and positive brand experience across multiple customer touchpoints. By merging traditional customer service responsibilities with social media management and community engagement, this role ensures that the organization delivers consistent,...

  • Customer Experience Specialist

    5 months ago

    Johannesburg, South Africa DigiCert Full time

    **ABOUT DIGICERT** We're a leading, global security authority that's disrupting our own category. Our encryption is trusted by the major ecommerce brands, the world's largest companies, the major cloud providers, entire country financial systems, entire internets of things and even down to little things like surgically embedded pacemakers. We help companies...