Spécialiste Relations Clients - Référent(e) Documentaire (d/f/m) job opportunity at Roche.

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DatePosted 5 Days Ago bot
Roche Spécialiste Relations Clients - Référent(e) Documentaire (d/f/m)
Experience: General
Pattern: full-time
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degreeMaster's (M.A.)
loacation Paris, France
loacation Paris....France

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 Vos principales responsabilités : Management de la relation Client: Pilote la performance des prestataires au périmètre des opérations Master data, des commandes et des réclamations sur la base de la mise en place et analyse des KPI Garant de la prise en charge et traitement personnalisé des appels Clients (connaissance sectorisée clients) Assure le traitement avec efficience, des demandes et/ou réclamations Clients, tout canal confondu, dans une démarche orientée résultats (respect KPI) Qualifie l’intégralité des contacts Clients, sur leur parcours d’approvisionnement (suivi des demandes, campagnes d’appels sortants, enquêtes de satisfaction…) , et partage les insights aux CVSP/PPOC Management de la Compliance Collaboration à l’adaptation et amélioration continue des fonctionnalités du CRM “DESP” (Salesforce) et des supports utilisateurs Référent documentaire pour l’unité :  Coordonne et est garant de la mise à jour des SOP et WI, et de l’amélioration continue de la documentation de la supply chain dans sa globalité  Prépare et participe aux inspections, audits du Groupe, audits internes, audits des prestataires et est garant de la mise en œuvre des CAPA associées Est garant de l’archivage des documents en lien avec son périmètre d’activité selon le tableau de gestion en vigueur et les règles COREMAP Est PPOC du département Qualité pour le suivi des déviations et de la documentation Autres importantes responsabilités: Incarne l’image et les valeurs de Roche auprès de nos clients internes et externes Analyse les KPI de l’activité, sur son secteur, dans le but de proposer des actions correctives/solutions et de contribuer à l'amélioration continue de la satisfaction Clients sur son secteur, et celle des prestataires S’investit dans l'amélioration continue des outils métiers et process associés au périmètre du Service Client Collabore aux audits internes, prestataires et CAPA associés Qui vous êtes: Diplôme d’études supérieures niveau + 2/3 avec une spécialisation management de la relation Client Sens de la Relation/ Satisfaction Client Connaissances outil CRM  Expérience préalable réussit dans la gestion documentaire  Expérience préalable réussie au sein d’un Service Supply Chain et/ou Service Client Expérience de pilotage de prestataires appréciée Fort sens de l'urgence et compétences en résolution de problèmes Anglais professionnel     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.

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