Order Fulfillment Specialist (Fixed Term - 18 months)

Roche•Indianapolis, IN

1d•$39,500 - $73,300•Onsite

About The Position

This position is a 18-month fixed-term full-time position. The Order Fulfillment Specialist is responsible for ensuring a successful order-to-delivery experience. This role involves managing customer inquiries via phone and email, troubleshooting issues related to products, pricing, invoicing, and logistics, and identifying areas for process improvement to enhance service delivery.

Requirements

Associate’s Degree with at least 1 year of customer service experience, or more than 3 years of previous customer service experience.
Excellent verbal and written communication skills.

Nice To Haves

Proficiency in SAP and Salesforce systems preferred.

Responsibilities

Respond to customer inquiries from inception to delivery, proactively rectifying potential concerns.
Manage order replacement, return, credit, debit, and order change actions according to procedural guidelines.
Provide specialized support and subject matter expertise to track, analyze, and report on specific customer functions.
Coordinate communications for the implementation of product promotions, process changes, and marketing programs.
Act as a key resource for internal and external stakeholders, recommending process changes to improve satisfaction.
Monitor customer and product trends to proactively resolve issues and negotiate solutions with internal groups.
Maintain and continuously improve the quality system to achieve organizational quality objectives.
Execute special projects as assigned by management.