Customer Service Coordinator (m/f/d) Molecular Information

Job description

·  Job facts

What to expect:

Molecular insights leader Foundation Medicine (FMI) has joined the Roche Group as part of our long-standing commitment to pioneering progress in precision medicine. The Roche Foundation Medicine collaboration combines Roche's expertise and commitment in oncology with Foundation Medicine's leading technology, validation, and experience in cancer profiling. Foundation Medicine's comprehensive genomic profiling (CGP) services provide powerful insights to personalise patients' treatment plans – right from the start. The Regional Customer Care Center in Grenzach-Wyhlen, Germany is the single point of contact (SPOC) for both Foundation Medicine sites in Cambridge (USA) and Penzberg (Germany) as well as customers and Roche affiliates in Europe, Middle East and Africa.

In the position of Customer Service Coordinator (m/f/d) for Molecular Information your main focus is to provide top quality customer service for all countries in scope (currently 50+ countries). You are supporting and coordinating the ‘Order to Report' process within an agreed service level. In addition, this role also includes – to a varying degree – project (management) work by implementing and launching new countries or services.

Specifically, your area of responsibility includes the following:

·  Managing the order to report core business by ensuring a smooth process across all countries served including order placement, complaint management, issue management and special customer requests. This also includes hyper-care of new countries and strategic customers.
·  Provision of supportive link between external customers (e.g. HCPs or patients) and internal constituents, while demonstrating a positive and professional image when communicating via phone, e-mail and other communication channels.
·  Managing or participating in cross functional projects and process improvement initiatives with clients, internal organizations and Foundation Medicine.
·  Managing the operational rollout and launch of new services for all countries in scope.

Who you are:

You are willing to go the extra mile to fulfill your customers needs and show flexibility during day-to-day customer management. Through your work in a call center or a similar experience you are confident in phone conversations and able to understand and discuss medical and scientific topics. You see change as an opportunity and are able to work within a pressured environment. By bringing a positive attitude to the workplace you create and encourage a positive team environment. Furthermore you comply with the following requirements:

·  Pharmaceutical educational background in the form of either an university or university of applied sciences degree (Bachelor) ideally combined with an accredited pharmaceutical representative diploma or PTA/MTA certification as well as commercial knowledge
·  High proficiency in English for daily communication (German or other language skills are not mandatory, but an advantage)
·  Sufficient knowledge in SAP, MS Office, CRM (Customer Relationship Management) Tools
·  High level of accuracy and attention to detail
·  High emotional stability and emotional intelligence

What we offer:

In addition to flexible working hours and home office opportunities, we offer you a free apartment in our modern boarding house for the first few months of your employment when you move to our beautiful region. In addition, many other attractive benefits await you, e.g.

·  Bike leasing service and the use of Roche eBikes and eCars for environmentally conscious business appointments
·  Occupational pension provision
·  Holiday care for your children
·  Sports on campus

CV only – simply upload your CV and apply!

Any Questions?

For content/recruiting specific questions, please contact the responsible Talent Acquisition Manager Tamara Stier (+49 7624 142876). Further information regarding the recruiting process can be found in the FAQs .

Roche ist ein Arbeitgeber, bei dem Chancengleichheit zählt.
Customer Support, Customer Support > Technical & Application Support

·  Who we are

Die Roche Pharma AG an ihrem Standort in Grenzach-Wyhlen steuert zentrale Elemente der technischen Qualitätssicherung für den gesamten europäischen Raum sowie die klinische Forschung, das Marketing und die Vertriebsaktivitäten für den deutschen Markt. Vom ersten Tag an werden Sie bei Roche von einem kollegialen Team aufgenommen und unterstützt. Neben zahlreichen Entwicklungsmöglichkeiten, flexiblen Arbeitszeitmodellen und einer attraktiven Vergütung erwarten Sie Angebote zum Thema Familie & Beruf.

Roche ist ein Arbeitgeber, der die Chancengleichheit fördert.

Desired profile

Who you are:

You are willing to go the extra mile to fulfill your customers needs and show flexibility during day-to-day customer management. Through your work in a call center or a similar experience you are confident in phone conversations and able to understand and discuss medical and scientific topics. You see change as an opportunity and are able to work within a pressured environment. By bringing a positive attitude to the workplace you create and encourage a positive team environment. Furthermore you comply with the following requirements:

·  Pharmaceutical educational background in the form of either an university or university of applied sciences degree (Bachelor) ideally combined with an accredited pharmaceutical representative diploma or PTA/MTA certification as well as commercial knowledge
·  High proficiency in English for daily communication (German or other language skills are not mandatory, but an advantage)
·  Sufficient knowledge in SAP, MS Office, CRM (Customer Relationship Management) Tools
·  High level of accuracy and attention to detail
·  High emotional stability and emotional intelligence

What we offer:

In addition to flexible working hours and home office opportunities, we offer you a free apartment in our modern boarding house for the first few months of your employment when you move to our beautiful region. In addition, many other attractive benefits await you, e.g.

·  Bike leasing service and the use of Roche eBikes and eCars for environmentally conscious business appointments
·  Occupational pension provision
·  Holiday care for your children
·  Sports on campus

CV only – simply upload your CV and apply!

Any Questions?

For content/recruiting specific questions, please contact the responsible Talent Acquisition Manager Tamara Stier (+49 7624 142876). Further information regarding the recruiting process can be found in the FAQs .

Roche ist ein Arbeitgeber, bei dem Chancengleichheit zählt.
Customer Support, Customer Support > Technical & Application Support

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