Service Intelligence and Quality Coord
Service Intelligence and Quality Coord
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
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
Leads and manages the delivery of pre- and post-sales services and support to clients/customers. Manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy.
About the Profile
Analyses operational processes escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients.
Develops customer service department procedures.
Liaises between customers and manufacturing sales field service order processing and accounting to resolve status production delivery and billing inquiries. May review warranty claims.
May develop and manage return materials authorization (RMA) processes for ensuring customer returns exchanges service and repairs are done with speed and accuracy and all client/customer service delivery issues are resolved.
Selects develops and evaluates employees to ensure the efficient operation of the function.
Education / Training
Bachelor Degree certification.
2 years process management 2 years KPI management 2 years administrative operations analyst 2 years administrative operations coordination.
Database management ERP CRM Microsoft/Google Suite software management. Intermediate-Advanced English.
Problem-Solving and Critical Thinking Communication Teamwork and Leadership.
Esta posicin no ofrece ayuda de relocacin.
Who we are
A healthier future drives us to innovate. Together more than 100000 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.
Lets build a healthier future together.
Roche is an Equal Opportunity Employer.
Employment Type
Full-Time
