Strategic Customer Support Consultant

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections,  where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Position

This role leads the design and implementation of the supply chain and ordering strategy for some of our most strategic accounts. It operates at the intersection of the customers’ supply chain priorities, internal operational excellence, and technological innovation. You will serve as the bridge between complex technical solutions and our clients' operational realities, transforming customer requirements into proactive, market-leading supply chain solutions.

The Opportunity

Coordinates, monitors and maintains oversight of material supply for strategic large customer accounts.  Defines and recommends initiatives for continuous improvement and best practice implementation focused on creating value added solutions through collaboration with key internal business areas and internal/external program stakeholders. 

Coordinates and applies the fundamental concepts, practices and procedures of the particular field of specialization. Represents the large customer supply team through external, customer facing opportunities.  Does not typically supervise people but may have significant responsibility for process and oversight of day to-day operations. Requires in depth knowledge of various processes and functions. Generally, requires an advanced education or training, plus experience with a minimum of 2 supply chain functions such as supply planning, demand planning, order management, warehousing or transportation.  Direct customer facing experience preferred.

• Balances the voice of the customer with supply chain objectives to deliver a market leading customer experience.

• Coordinates with internal and external stakeholders to develop and execute strategies which create value added solutions.

• Builds strong internal and external partnerships to deliver on supply chain objectives, strategy and measures.

• Direct order-to-invoice support including the ability to partner with strategic customers to facilitate solutions that deliver operational excellence from order placement to delivery.

• Leads/Participates in process improvement initiatives including optimizing the customer journey touchpoints. Develops or assists in the creation of departmental protocols. May assist in training and mentoring support staff.

• Ability to translate business processes into strategic value stream opportunities that directly impact the customer experience.

• Executes and manages support functions and databases (Customer by Demand Report, Open Orders, SAP, and others as needed).

• Executes reporting.  Supports requests for information regarding customer performance, volume, inventory and other inquiries.  

This position is based out of the Indianapolis Roche site and onsite presence needed.

Who You Are

• You hold a Bachelor’s Degree and a minimum of two (2) years of relevant business experience.

• Experience with supply chain functions (e.g., supply planning, demand planning, order management, warehousing, or transportation).

• Direct customer-facing experience in a consulting, advisory, or strategic support role is preferred.

• Hands-on experience or working knowledge of AI, automation, and continuous improvement consulting is highly preferred.

Behaviors, competencies, and qualities of the ideal Strategic Customer Support Consultant

• Strong computer and analytical skills with competence in both Microsoft and Google Suites, SAP applications, and Smartsheet.

• Strong communication skills (oral and written), including presentation skills, collaborative problem solving, and analytical skills.

• Strong organization and planning skills including project management.

• Knowledge of materials management and logistics.

• Be able to work independently and in a team environment.

The expected salary range for this position based on the primary location of Indianapolis, IN is 60,300.00 - 111,900.00 USD Annual. Actual pay will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law.  A discretionary annual bonus may be available based on individual and Company performance.  This position also qualifies for the benefits detailed at the link provided below.

Benefits

Are you ready to apply?

Relocation benefits are not available for this position.

Who we are

A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let’s build a healthier future, together.

Roche is an equal opportunity employer. It is our policy and practice to employ, promote, and otherwise treat any and all employees and applicants on the basis of merit, qualifications, and competence. The company's policy prohibits unlawful discrimination, including but not limited to, discrimination on the basis of Protected Veteran status, individuals with disabilities status, and consistent with all federal, state, or local laws.

If you have a disability and need an accommodation in relation to the online application process, please contact us by completing this form Accommodations for Applicants.