Job Openings at Roche

Roche is a global pioneer in pharmaceuticals and diagnostics focused on advancing science to improve people’s lives. The combined strengths of pharmaceuticals and diagnostics under one roof have made Roche the leader in personalised healthcare – a strategy that aims to fit the right treatment to each patient in the best way possible. Roche is the world’s largest biotech company, with truly differentiated medicines in oncology, immunology, infectious diseases, ophthalmology and diseases of the central nervous system. Roche is also the world leader in in vitro diagnostics and tissue-based cancer diagnostics, and a frontrunner in diabetes management.

Founded in 1896, Roche continues to search for better ways to prevent, diagnose and treat diseases and make a sustainable contribution to society. The company also aims to improve patient access to medical innovations by working with all relevant stakeholders. Thirty medicines developed by Roche are included in the World Health Organization Model Lists of Essential Medicines, among them life-saving antibiotics, antimalarials and cancer medicines. Roche has been recognised as the Group Leader in sustainability within the Pharmaceuticals, Biotechnology & Life Sciences Industry ten years in a row by the Dow Jones Sustainability Indices (DJSI).

We are recruiting to fill the following positions below:

1.) Customer Experience Specialist

Job ID: 202307-117529
Job Location: Lagos
Category: Customer Support

The Position

• Roche in Lagos is seeking a Customer Experience Specialist for Diagnostics.
• You will contribute to this role by forming a part of the Customer Services Team and you will report directly to the Customer Services Manager.
• You will be responsible for working with Roche customers to improve Customer Service and to build a relationship with the customer.
• You will also be responsible to identify and deliver on opportunities to extract value from both Roche and the Customer’s supply chain – enhancing both businesses.

Key Challenges
Maximizing 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.
• Maintaining Customer Master Data cross-functionally with 3PL & AR.
• Operational order management – order processing; backorder reporting; delivery schedule; order release and delivery.
• Investigation of all lines which are short-supplied to customers with corrective actions.
• Maintaining stock levels within agreed tolerances.
• Customer communications – order status and backorder reporting; material phase-in and phase out

Promotional Planning (Planning, Execution and Evaluation):

• Together with the Inbound Planning Team (Demand Planners), 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.
• Liaison 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.

Support the 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 maximize service & Roche efficiencies - Order frequency, lead-time, vehicle utilization, delivery times.
• Provide Logistics organizations with functional continuous improvement support across all routes to market. Focus of activity should be Customer, Service, and cost related
• 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).
• Share & identify best practice productivity opportunities across the Logistics operations

Building strong Collaborative Customer Relationships:

• Develop an in-depth knowledge and understanding of the customer’s systems, process key performance indicators and ways of working.
• Relationship management across key departments (Sales/Logistics/Demand Planning), owning and executing the contact strategy to deliver strong cost, cash and service results.
• Supporting the Customer Services Manager to dialogue and identify areas to drive operational & customer improvements - Represent the combined face of the Customer/Roche to our internal departments and service providers to facilitate business priority alignment

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

• Required Qualification: Qualification in logistics or similar.
• Required Experience: 3 to 5 years in customer experience in a logistics environment, ideally in a medical / pharmaceutical-related industry or FMCG.
• Essential Knowledge: ERP systems

Click here to apply online

2.) Logistics Analyst

Job ID: 202307-117532
Job Location: Lagos, Nigeria
Category: Supply Chain

The Position

• Roche in Lagos is seeking a Logistics Analyst for the Diagnostics business.
• You will manage inbound logistics processes including interfaces, transportation, customs clearance, regulatory formalities on intercompany and third party purchased materials.
• You will also monitor, reconcile, investigate and resolve inventory variances across Roche and service provider systems and provide purchasing and inbound inventory support.
• You will be responsible for managing processes and service providers including intercompany suppliers, third party material providers and third party logistics providers to ensure the uninterrupted and seamless availability and flow of goods.
• This role forms a part of the Customer Services Team and you will report directly to the Customer Services Manager.
• You will be responsible for working with Roche customers to improve Customer Service and to build relationships with customers.
• You will also be responsible to identify and deliver on opportunities to extract value from both Roche and the Customer’s supply chain – enhancing both businesses.

Key Challenges
Inventory Management:

• Monitor inventory system variances by drawing system reports, comparing with service provider reports, identifying variances, investigating reasons and implementing corrective action to reconcile stock levels.
• Resolve inventory related queries by investigating the queries, identifying solutions and implementing corrective action.
• Resolve outstanding outbound, inbound and inventory errors by drawing system reports, identifying variances, investigating reasons and implementing corrective action.
• Address delivery failures by identifying the error, investigating the cause of failure, identifying appropriate solutions and implementing corrective actions.
• Validate adjustments by reviewing reports provided, investigating reasons for adjustments and confirming adjustments daily.
• Administer stock movements by reviewing reports, identifying anomalies, investigating solutions and implementing corrective action in line with SOPs.
• Provide guidance to Product Managers on all aspects of inventory management in line with sales objectives to establish the best possible inventory forecast for each 15 month rolling period.
• Develop and implement inbound logistics strategies, policies and procedures that are relevant and meet global and local requirements and are adhered to through the implementation of appropriate controls to ensure inventory holding meets required sales forecasts at all times.
• Ensure advanced shipping notification (ASN) is prepared and sent to third party logistics provider (3PL) to facilitate the receipting process.
• Ensure 3PL receipt inventory onto ERP system within SLA requirements.
• Manage relationship between Roche and 3rd party logistics providers (3PLs).
• Provide operational solutions to internal business partners that are aligned to business objectives, processes and requirements.
• Oversee and/or generate management reports against inventory management and inbound logistics KPI metrics as and when required or as per SOP requirements.
• Set, monitor and manage inventory holding levels against agreed KPI metrics (total rand value).
• Ensure all relevant inventory is procured/purchased in line with the relevant Global and Local SOPs requirements and within the agreed purchasing schedule.
• Ensure all import clearance documentation is prepared and sent to relevant freight forwarding/clearing agent within the prescribed timeframe prior to shipment arrival.
• Ensure the accurate and timeous recording of data into relevant data management systems and records in accordance with relevant SOPs.
• Continuously drive inventory management and inbound logistics projects that enhance business processes and improved efficiencies and ensure implementation of agreed improvements in areas of responsibility.
• Remain up to date with business, industry, product, SOPs knowledge regarding functional requirements within Roche local or global structures.

Reporting:

• Generate month end reports by reconciling stock across all locations, reconciling stock with the stock on hand in the trial balance, identifying variances, investigating reasons and implementing corrective action monthly.

Support:

• Provide support to inbound logistics by receiving request and addressing in line with required SOP’s as required.
• Provide support to purchasing by receiving request and addressing in line with required SOP’s as required.

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

• Required Qualification: Qualification in Logistics or similar
• Required Experience: 3 – 5 years of procurement, supply chain, finance and/or logistics administration. Knowledge of ERP systems and extensive Excel experience is required.

Click here to apply online

3.) Logistics Manager / Operations Lead

Job ID.: 202307-117518
Job Location: Lagos
Employment Type: Full-time
Department: Supply Chain

The Position

• Roche Diagnostics in Nairobi or Lagos is seeking an Operations Lead to lead the Operations function for the East and West Africa region.
• You will be responsible for meeting the market demand, managing working capital components of inventory and reduce supply risks and will lead the team to deliver stretch targets and continuously improve and innovate processes to achieve the company growth targets.
• You will be responsible for Supply Planning, Inbound Logistics, 3PL Distribution, Warehouse Management, 3PL Relationship Management, Customer Experience and overall supply chain operations. You will also be accountable for Supply Chain Operational Excellence Improvement Plans.

Key Challenges
Supply Chain Management:

• Review or update supply chain practices in accordance with new or changing environmental policies, standards, regulations, or laws.
• Ensure alignment of activities to support delivery across countries & working alongside operations and support teams.
• Select transportation routes to maximize economy by combining shipments or consolidating warehousing and distribution.
• Monitor forecasts and quotas to identify changes or to determine their effect on supply chain activities.
• Implement new or improved supply chain processes.
• Design or implement supply chains that support business strategies adapted to changing market conditions, new business opportunities, or cost reduction strategies.
• Confer with supply chain planners to forecast demand or create supply plans that ensure availability of materials or products.
• Document physical supply chain processes, such as workflows, cycle times, position responsibilities, or system flows.
• Oversee compliance in regards to the export controls
• Collaborate with other departments, such as procurement, engineering, and quality assurance, to identify or qualify new suppliers.
• Define performance metrics for measurement, comparison, or evaluation of supply chain factors, such as product cost or quality.
• Analyze inventories to determine how to increase inventory turns, reduce waste, or optimize customer service.
• Develop procedures for coordination of supply chain management with other functional areas, such as sales, marketing, demand planning, finance, production, or quality assurance.
• Identify and assess risk areas and implement mitigating measures to ensure customer experience and business continuity
• Adopt and implement regional supply chain standards, including QA and SHE standard.

Relationship Management:

• Appraise vendor manufacturing ability through on-site visits and measurements 
• Negotiate prices and terms with 3PLs, or freight forwarders in collaboration with procurement.
• Monitor supplier performance to assess ability to meet quality and delivery requirements.
• Meet with suppliers to discuss performance metrics, to provide performance feedback, or to discuss production forecasts or changes.
• Lead negotiation and conclusion of contracts with suppliers over major agreements working with regulatory, legal and internal stakeholders to ensure business requirements are met.
• Promote horizontal integration of cross functional teams
• Active participation in Supply Chain.

Customer Experience:

• Regularly assess how the organization's sales, marketing and service departments work together to deliver seamless customer service. 
• Work with customers or client teams to continually understand, define and then refine the customer base. 
• Map the customer journey and identify opportunities to proactively intervene on the client’s behalf
• Promote ease of doing business through innovative solutions (Automation; digitization)
• Employ a variety of analysis tools such as best practice surveys to improve customer experiences. 
• Gather customer feedback, analyze it and then design specific practices that the organizations can put into place positively impacting customer satisfaction
• Champion opportunities to consistently Improve the customer experience
• Regularly partnering with customers in collaboration with Sales to promote needs identification, innovative solutions and latest technological advancement.

Staff Leadership & Management:

• Promote exceptional customer experience through staff, staff  development, assessing and/ or implementing latest leading industry innovations and improvements.
• Define staff requirements by reviewing the workload, defining work allocations and developing job profiles.
• Develop staff members by consulting with staff to identify learning areas and paths, supporting the development of the staff member, coaching and mentoring and tracking impact of learning.
• Resource the team by retaining, recruiting, selecting and appointing staff as required.
• Induct staff members by managing the development of an induction programme, monitoring performance and supporting the development of new staff members.
• Manage the performance of staff by agreeing performance expectations, building relationships with staff, motivating staff, providing staff with feedback, supporting staff development, addressing areas of non-performance and implementing corrective action monthly and as required.
• Manage the implementation of HR policies and procedures by tracking compliance, identifying areas of concern and implementing corrective action as required.

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

• Qualification: Qualification in Supply Chain, Business Management or equivalent.
• Experience: 5 - 7 years of experience in supply chain / operations, ideally in a Pharmaceutical or Diagnostics environment with 3 - 5 years management experience.
• Required Knowledge: Cold Chain processes and best practice, SAP and Project Management.

Click here to apply online