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 Opportunity

The Order Management Specialist ensures a seamless order-to-delivery experience for our direct business in Roche Diagnostics Saudi Arabia. You leverage your analytical skills, collaborative spirit, and passion for both customer service and operational excellence to contribute to continuous improvement in customer satisfaction and efficiency. You will collaborate with the Supply Chain team and internal stakeholders to develop and implement innovative order management strategies while fostering strong relationships with customers and ensuring adherence to regulatory compliance.

Your Responsibilities

Proactively anticipate and address customer needs and concerns, fostering trust and loyalty.

Build strong relationships with customers, ensuring open communication and prompt, professional resolution of issues.

Contribute to the CSAT program by analyzing feedback and implementing actions to continuously enhance customer satisfaction.

Process returned orders and issue credit/debit notes, adhering to established SOPs.

Collaborate with the Subchapter Supply Chain team to develop and implement innovative order management strategies that optimize efficiency, productivity, and customer experience.

Analyze order data to identify bottlenecks and implement solutions to reduce processing times and improve customer satisfaction.

Troubleshoot sales order issues, identify root causes and implement corrective actions.

Who You Are

You hold a BSc/MSc degree in Business Administration, Logistics, Supply Chain Management, IT, or a related field.

You built a minimum of 3 year experience in a similar role, preferably in the IVDs/Medical Devices industry, and have knowledge of order management software systems and tools.

You are customer service and process optimization focused.

You have advanced analytical, problem-solving, and decision making skills, and capable of negotiating.

You are agile, and are able to work collaboratively and productively with diverse teams and multicultural environment.

You are fluent in English and Arabic (verbal and written).

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.