Job Overview
The Order Management Specialist plays a pivotal role in ensuring a seamless order-to-delivery experience for our tender business in Roche Diagnostics Saudi Arabia affiliate. You will leverage your analytical skills, collaborative spirit, and passion for both customer service and operational excellence to contribute to continuous improvement in customer satisfaction and efficiency. And you will collaborate with the Supply Chain team and both internal and external stakeholders to develop and implement innovative order management strategies while fostering strong relationships with customers and ensuring adherence to regulatory compliance.
Your Responsibilities
- Managing the tender orders, including order entry, tracking, coordination with various departments (sales, warehousing, etc.), and resolving any order-related issues.
- Proactively anticipate and address customer needs and concerns, fostering trust and loyalty.
- Build strong relationships with customers, ensuring open communication and prompt, professional resolution of issues.
- Ensure timely receipt, processing, and resolution of customer logistics claims as per SOPs
- Process returned orders and issue credit/debit notes, adhering to established SOPs.
- Collaborate effectively with commercial and supply functions to maintain business continuity.
- Collaborate with the Subchapter Supply Chain team to develop and implement innovative order management strategies that optimize efficiency, productivity, and customer experience.
- Troubleshoot sales order issues, identify root causes and implement corrective actions.
- Support quality inspection readiness for the Affiliate by participating in internal/external audits and ensuring accurate regulatory documentation.
- Supervise and manage relevant affiliate activities on Roche systems to ensure proper and timely regulatory information management.
- Maintain a strong understanding of order management software systems.
- Collaborate effectively with local stakeholders and internal networks to ensure successful order fulfillment.
- Develop and implement innovative, risk-based order management strategies for assigned products or business areas.
- Uphold high ethical standards, ensuring adherence to safety, security, and environmental regulations.
- Proactively identify, assess, and manage compliance risks within your area of responsibility.
- Contribute to the CSAT program by analyzing feedback and implementing actions to continuously enhance customer satisfaction.
Who You Are
- You hold a BSc/MSc degree in Business Administration, Logistics, Supply Chain Management, IT, or related
- You built a minimum of 3 years of experience in similar role, preferably in the IVDs/Medical Devices industry. You built knowledge of order management software systems and tools
- You built deep understanding of NUPCO’s role as a national procurement company and its processes and interaction with government entities and healthcare providers
- You built experience with NUPCO’s procurement processes, including managing purchase orders, coordinating with suppliers, and handling logistics
- You are customer service and process optimization focused
- You have advanced analytical, problem-solving, and decision making skills, are able to negotiate
- You have excellent interpersonal skills, and advanced written and oral communication skills
- You are agile, and are able to work collaboratively and productively with diverse teams and multicultural environment
- You are fluent in English and Arabic (verbal and written)
