Customer Planning and Reporting Specialist (1-year Contractor)

About the role

Roche is seeking a Customer Planning and Reporting Specialist on a one‑year contract to support the Service field team, manage case creation, and ensure smooth interaction between call centre, customers and field operations.

Key responsibilities

• Create and monitor service cases, produce dashboards with department KPIs and support the dispatching of proactive field activities.
• Manage spare‑parts orders, monitor stock levels, and handle replacement processes for third‑party accessories.
• Reconcile CRM data with billing systems, prepare service offers and maintenance plans, and support customer experience initiatives through survey deployment and analysis.
• Act as liaison for Finance and Commercial departments, produce documentation for audits, and represent the service function in projects.

Required profile

• University studies and previous experience in a customer support or service environment.
• Strong interpersonal skills, ability to work independently and as part of a team, and a client‑oriented attitude.
• Fluent in English and Romanian.

Required skills

• Power user of Microsoft Office applications, especially Excel and PowerPoint.
• Experience with CRM systems (Salesforce) and SAP (preferred but not mandatory).