Supervisor Product Supply

Job description

·  Job facts

Supervises employees and is responsible for developing and maintaining customer experience strategies related to product supply while serving as strategic lead for the team on product availability related questions from the field. Schedules and organizes personnel to accommodate anticipated workflow. Recommends corrective services to address customer complaints. Communicates, implements and interprets customer service policies and procedures. Develops, recommends and coordinates the implementation of new procedures. Coordinates supply strategies with other departments. Specialized and in-depth comprehensive product knowledge related to all RDC franchises. Provides direction on issues of area of expertise and assist department leadership in setting strategic direction.

Monitors, analyzes, reports and acts on information to increase efficiency, optimize processes and improve the product allocation process for customers. Participates with senior management and/or local and global stakeholders to establish strategic plans and objectives for multiple and diverse customer support functions. Ensures operations effective achievement of objectives.

Helps to establish product allocation strategies within the team to improve the customer experience. Responsible for ensuring allocation strategies are strategic in minimizing customer interruptions. Provides recommendations on system settings to maximize efficiencies in order management. Oversees system setting impacts to the customer and the organization and provides recommendations for improvements. Provides support across multiple teams including supply chain, marketing, and demand planning. Represents team on various projects throughout the organization.

Provides direction to employees according to established guidelines, policies and procedures. Requires full knowledge of own area of functional responsibility. Supervises daily operations of employee(s) by assigning tasks, frequently checking work and maintaining schedules. A portion of time is spent performing individual tasks related to the unit. Responsible for maintaining and continuously improving the quality system and achieving quality objectives through daily actions.

The Opportunity:

· Oversees day-to-day operations and team to ensure efficient and effective operations while exceeding service and quality standards. Monitors and schedules workload and resources as appropriate to meet demands.

· Conducts training and development, performance appraisals, hiring, coaching and disciplinary actions of team members with support from Manager.

· Troubleshoots complex issues to determine root cause and solutions for resolution. Drives continuous improvements to increase productivity, quality and service.

· Delivers metrics to analyze and monitor operations to ensure high level of service, efficiency and compliance.

· Responsible for engaging the organization to map out the ideal customer experience during supply interruptions and identify key areas of opportunity.

· Acts as subject matter expert for given process providing in-depth knowledge and expertise on process and system functionality. Creates SOPs for given processes and aligns locally and globally as required.

· Actively involved in IT systems projects from design through implementation. Serves as key interface to IT for complex issue troubleshooting, resolution and contingency planning.

Who you are:

· Bachelor's degree with 4+ years supply planning, demand planning, marketing, customer service, or general supply chain or relevant experience.

· 2 years previous responsibility for directly or indirectly leading or managing people

· Strong product and technical knowledge · Strong analytical skills and problem solving ability with consistent decision making skills

· Strong project management skills and ability to prioritize multiple projects

· Demonstrated numerical aptitude

· Demonstrated systems knowledge

· Highly proficient in customer relationship management and customer supply and demand processes.

· Excellent written and oral communication skills

· Excellent negotiation skills to impact the status quo and influence decisions to achieve business decisions

· Experience working in a regulated environment preferred

·  Who we are

As a global leader in healthcare, Roche Diagnostics offers a broad portfolio of products, tools and services that help in the prevention, diagnosis and management of diseases like HPV, HIV, hepatitis and diabetes as well as other medical conditions, such as fertility and blood coagulation. These products and services are used by researchers, physicians, patients, hospitals and laboratories worldwide to help improve people's lives.

Roche is an equal opportunity employer and strictly prohibits unlawful discrimination based upon an individual's race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.

Desired profile

Who you are:

· Bachelor's degree with 4+ years supply planning, demand planning, marketing, customer service, or general supply chain or relevant experience.

· 2 years previous responsibility for directly or indirectly leading or managing people

· Strong product and technical knowledge · Strong analytical skills and problem solving ability with consistent decision making skills

· Strong project management skills and ability to prioritize multiple projects

· Demonstrated numerical aptitude

· Demonstrated systems knowledge

· Highly proficient in customer relationship management and customer supply and demand processes.

· Excellent written and oral communication skills

· Excellent negotiation skills to impact the status quo and influence decisions to achieve business decisions

· Experience working in a regulated environment preferred

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