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The PositionAs the Brazil Customer Service Manager you will be leading Voice of the Customer area,  Order Management for Reagents, Consumables, Accessories and Instruments as well as team leader for SCM Business Partners, primary to exceed expectation and to delight Roche customers. You will lead a team and functional area that provides tactical  focus to the customer experience for Logistics Service (Replenishment, Order and Delivery). Ensures that client perspectives are understood and addressed by Supply Chain colleagues and partners, resulting in improved delivery of products and services.Being positioned as Customer Value Stream partner, building mutually beneficial relationships with Internal and External Partners and customers to enable Roche DIA Brazil to deliver best solutions in terms of replenishment process and instruments delivery to install.As a successful Brazil Supply Chain Customer Care Manager will possess a deep understanding of the Roche’s End to End Value Streams to customers. Fostering the digital transformation whilst addressing agile solutions with the team to develop, design, collaborate and innovate to continue deliver sustainable supply chain solutions for optimal customer care.

Your key responsibilities 

Design and Develop continuous review supporting the affiliate having organizational structure flexible to best support the Roche Dia Brazil Go To Market execution;

Establish with the team industrial daily routines to have an automated order processing and inventory allocation;

Implement and sustain the best practices in terms of visibility and transparency of  ordering and delivery to customers and partners;

Develop, evaluate and implement in collaboration with  local DIA Supply Chain team a sustainable process to expedite as needed orders through an alternative  flow to delight customers as needed;

Develop, evaluate, and implement strategies to gather and respond to client feedback;

Work with cross-functional teams to align customer interests with business objectives;

Identifies opportunities to improve service delivery;

Serve as the primary contact in the customer experience team in resolving repeated logistics issues;

Provides direction for a more strategically oriented customer service experience including streamlining points of interaction between the customer and the logistics team and simplifying processes;

Ensure that the team are accountable to manage the operations order flow with risk mitigation through predictive alerts (KPP – key performance predictors);

Qualifications and Experience 

Strong communicator, able to convey complex ideas in a clear, concise manner both verbally and in writing, comfort in business and technical discussions;

Self-starter who enjoys working in a fast-paced, collaborative, and innovative high-growth transformation environment;

Strong process orientation with a proven track record of process improvement;

Innovative mindset that demonstrates a high level of imagination and creativity to provide solutions to a complex system organization and process issues;

Bachelor degree (scientific, digital, economic or business degree). An advanced degree in Business and Social Communication  and/ or MBA is a plus,  and have a track record of strong Customer Care, Customer Experience leadership, or 10+ year cumulative in Supply Chain and logistics Operations;

Experienced people leader 5+ years with the ability to coach and develop talent;

Highly collaborative and able to influence, understand, and align with stakeholders at all levels across the organization;

Fluent in English and Portuguese (oral & written) is essential;

Knowledge of SAP modules SD and MM.

In addition, the following skills will make you successful in your position and career development at Roche.

● Collaborative Network Ways of working,   Digital Literacy, Risk Taking & Experimentation, Systems Thinking and Customer Centricity,  CX Management,  Performance Analytics.

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 is an Equal Opportunity Employer.