Customer Excellence & Digital Transformation Partner

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.

As a Customer Excellence & Digital Transformation Partner, you will play a key role within our Supply Chain organization, combining operational Customer Service responsibilities with a strong focus on digital transformation and process optimization. You will manage daily Order-to-Cash activities while helping identify opportunities to simplify processes, improve customer interactions, and support the transition from manual operations to digital-first solutions.

Key Responsibilities

• Manage the customer end-to-end order flow: order management, invoicing, pricing discrepancies, operational incidents, and collecting activities within SAP and Order-to-Cash workflows

• Provide customer support through phone and email while ensuring high-quality service and timely issue resolution

• Coordinate with internal stakeholders across Supply Chain, Finance, Logistics, and Commercial teams to ensure smooth operations

• Identify repetitive manual activities and contribute ideas to improve efficiency through automation, digital tools, and AI solutions

• Support digital transformation initiatives by helping customers adopt online ordering, automated workflows, and more agile ways of working

Who You Are

• Experience in Customer Service, Supply Chain, Billing, Order Management, or related operational environments

• Strong communication and stakeholder management skills with a customer-oriented mindset

• Analytical and proactive profile with interest in process improvement and operational excellence

• Curious about digital transformation, automation, AI, and new technologies applied to business processes

• Comfortable working in dynamic, fast-paced environments with an agile and collaborative mindset

Technical & Digital Skills

• SAP or ERP systems experience is highly valued

• Familiarity with CRM tools and Order-to-Cash processes

• Advanced Excel and a strong data-accuracy mindset

• Interest or experience in automation, digital workflows, or AI-driven solutions

• Understanding of Agile methodologies and continuous improvement practices

Languages

• Fluent Spanish

• Professional English

• Catalan is a plus