Customer Experience Specialist at Roche Kenya

Key Responsibilities:

Maximising 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.
• Investigation of all lines which are short supplied to customers and implementing corrective actions.
• Maintain stock levels within agreed tolerances.
• Maintain Customer Master Data cross functionally with 3PL &  AR.

Promotional Planning

• Together with the Inbound Planning Team (Demand Planner), 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.
• Commercial and Roche operational teams to support maximised availability across all customers. Liaise as required 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 ac curacy.

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.
• ∙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).
• Provide Logistics organizations with functional continuous improvement support across all routes to market. Focus of activity should be Customer, Service, and cost related
• Share & identify best practice productivity opportunities across the Logistics operations

Customer Working Relationships

• Develop an in-depth knowledge and understanding of the sSA market, regulatory factors in Africa, 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.
• Represent the combined face of the Customer/Roche to our internal departments and service providers to facilitate business priority alignment.

Additional

• Know the legal and compliance responsibilities of the position; raise questions and concerns when faced with, or you learn of. an ethical or compliance issue. Apply integrity in all aspects of professional conduct.

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

• Qualification: Diploma or Degree in Logistics Management or similar.
• Experience: At least 3-5 years in customer experience in export logistics or similar.
• Other requirements: Strong ERP knowledge