Order to Deliver Agent

En Roche puedes ser tú mismo y sentirte valorado por tus cualidades únicas. Nuestra cultura fomenta la expresión personal, el diálogo abierto y las conexiones genuinas, donde eres valorado, aceptado y respetado por lo que eres, permitiéndote prosperar tanto de manera personal como profesionalmente. Así es como buscamos prevenir, detener y curar enfermedades y asegurarnos de que todos tengan acceso a la atención sanitaria hoy y para las futuras generaciones. Únete a Roche, donde cada voz importa. La posición Sant Cugat del Vallès Site As an Order to Deliver Agent , you will be part of the Supply Chain team within the Order to Cash (O2C) area, you will play a pivotal role in the Order to Deliver process. You will combine daily order processing and direct customer service with commercial price validation, ensuring orders are accurately entered and fulfilled. You will be collaborating closely with external clients as well as internal teams to resolve logistics claims, eliminate price discrepancies, and provide an excellent, renewed customer service. Key Challenges & Responsibilities - Order Processing & Customer Care: Execute accurate manual and automated customer order entry in SAP. Answer incoming customer phone calls, acting as the main point of contact for order status, product availability, shipping dates, and backorders. - Price & Commercial Validation: Proactively identify and resolve price discrepancies between customer Purchase Orders (PO) and SAP price conditions prior to order release, preventing future disputes and ensuring smooth order fulfillment. - Logistics Claims Management: Take full ownership of incoming customer calls and claims regarding delivery issues (damaged packages, missing/extra quantities, lost shipments, delivery delays) achieving quick resolution and continuous improvement. - Contract & Conditions Support: Ensure proper registration and alignment of commercial contract conditions in SAP, preventing price mismatches at the order stage. - Digitalization & Automation Drive: Actively promote dynamic electronic services (EDI, Webshop, Track & Trace) to help customers migrate toward automated ordering, while exploring new technologies (RPA, AI, etc.) to streamline daily work. - Project & Process Ownership: Participate actively in transversal projects aimed at radically simplifying current order management workflows and improving customer experience. - Have a cross-functional perspective as part of O2C to contribute to improvements. Who You Are - Reliable experience in Customer Care, Order Entry, and Supply Chain processes using SAP . - Communication & Phone Etiquette: Excellent phone manner and listening skills, motivated by active phone contact and direct daily interaction with customers. - Detail-Oriented & Proactive: Strong focus on price accuracy (PO vs. SAP) and prevention of commercial incidents before orders are delivered. - Claims Handling: Proven ability to manage and resolve logistic claims with autonomy, flexibility, and a high customer-service orientation. - Adaptable & Team Player: A courageous person able to operate with autonomy in a dynamic environment, take ownership of new projects beyond regular daily order entry, and work seamlessly in a team. - Digital Mindset: Openness to learn, test, and adopt new digital solutions, automation tools, and streamlined processes. - Languages: Fluent in Spanish and professional command of English for global/regional collaboration. What We Offer At Roche, you will join an innovative Supply Chain team where operational excellence meets digital transformation. This role offers the opportunity to develop both customer-facing and strategic skills while contributing to projects that improve efficiency, automation, and customer experience within a global healthcare organization. Roche is an equal opportunity employer. Quienes somos Alcanzar un futuro más saludable es lo que nos impulsa a innovar. Juntos, más de 100.000 empleados en todo el mundo están dedicados a avanzar en la ciencia, asegurando que todos tengan acceso a la atención sanitaria hoy y para las futuras generaciones. Nuestros esfuerzos resultan en más de 26 millones de personas tratadas con nuestros medicamentos y más de 30 mil millones de pruebas realizadas con nuestros productos de Diagnósticos. Nos damos apoyo mutuamente para explorar nuevas posibilidades, fomentar la creatividad y mantener altas nuestras ambiciones, para poder ofrecer soluciones sanitarias que cambian la vida e impactan a nivel global. Construyamos juntos un futuro más saludable. Roche es una empresa que ofrece igualdad de oportunidades.