Title: Service Support Specialist
Job Description
The Opportunity:
The Roche Support Network (RSN) is responsible for supporting customers throughout the service customer journey. As part of the RSN Operations team, this position supports the RSN organization through a number of tasks.
The RSN Ops Group is responsible for back office functions with regard to field support and case management. This includes resolving issues in our operating systems and researching problems that are encountered by our field representatives. This group will develop, maintain, and assemble information and documentation that supports business operations and standard operating procedures for one or more business units.
Acts as the primary contact for escalated issues and requests concerning multiple, at times complex, processes or procedures. Serves as a liaison to internal and external stakeholders as appropriate.
Responsible for adhering to department guidelines and performing quality control program assessments by conducting audits to identify best practices, non-compliance, and errors. Make corrections or communicate errors to individuals that can make the corrections. Ensure established programs continue to best practices. Solicit feedback from others to improve current processes.
Act as a key resource to others in the department and to internal or external customers on programs and or procedures.
Work assignments include activities that are complex and large scale and impact one or more business units. Troubleshoots and answers complex inquiries and conducts large scale documentation and analysis within a specific business support process. Identifies areas of opportunity and recommends advanced solutions.
Responsible for maintaining and continuously improving the quality system and achieving quality objectives through daily actions.
Key Roles & Responsibilities
Provides reporting support, monitors field rosters and assigned territory responsibilities.
Develop, maintain, and or assemble information/documentation that supports business operations and standard operating procedures for one or more business units.
Acts as a primary contact for escalated issues and requests concerning multiple, complex processes or procedures. Serves as liaison to internal and external stakeholders as appropriate.
Utilize databases or spreadsheets to maintain program logistics and measure outcomes of program effectiveness.
Responsible for adhering to department guidelines and performing quality control program assessments by conducting audits to identify non-compliance and errors. Make corrections or communicate errors to individuals that can make the corrections. Ensure established programs continue to be best practices. Solicit feedback from others to improve current processes.
Acts as a key resource to others in the department and to internal or external stakeholders on programs and /or procedures.
Participate in special projects that require business area expertise.
Utilize your unique perspective and experiences, speaking up when you see an opportunity to improve our current processes
Requirements
Associates degree and 1 year experience
Proven ability to solve complex problems in a timely manner
Comprehensive understanding of business processes related to area supporting
Strong organization and planning skills
Ability to handle multiple functions at one time
Efficient and effective oral and written communication skills
Intermediate computer skills including the ability to do some advanced functions within various software packages.
Preferred
Bachelors degree in business, finance, accounting, or supply chain is preferred
SAP experience
Salesforce experience
Advanced skills in data entry, Google Apps and Drives, MS Office, organization, oral and written communication
Soft Skills: Customer Service focused, positive attitude, empathetic, agile learner
Apollo Professional Solutions, Inc. is an equal opportunity employer. We provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, marital status, age, national origin, ancestry, disability status, medical condition, pregnancy, genetic information, protected veteran status, gender, sexual orientation, gender identity or expression, or any other status or characteristic protected under federal, state, or local law.
