Commercial Support Specialist

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The Position

Commercial Support Specialist

Position summary

As a member of the RSS Incubator, you will work to ensure fulfillment of the RSS Incubator long-term outcomes and strategy as well as excellent delivery of our various commercial operations priorities. You are responsible for supporting and executing different initiatives, you work with relevant stakeholders on how to further develop their performance and ensure they leverage the available commercial tools in order to meet their overall goals.A Commercial Support Specialist is a technically qualified person (expert) that strives to achieve business goals through commercial operation by supporting stakeholders in digital commercial platforms. The Commercial Support Specialist is responsible for consulting and partnering with Roche Divisions and/or affiliates in executing on the commercial strategy by delivering a full suite of objectives across the Roche commercial related applications. The Commercial Support Specialist is a skilled expert that plays an active part in the commercial support roadmap and the Q2C (Quote-to-Contract) and O2C (Order-to-Cash) lifecycle of Roche Diagnostics, acting as a first level support for a growing portfolio of business services in the scope of Quote Management, Contract Management, Contract Fulfillment and Customer Billing, Contract Monitoring and Customer Service Management.As Commercial Support Specialist you support and co-create with different stakeholders of Roche. The role acts as a subject matter expert role to reach RSS Incubator’s and its direct stakeholders’ key objectives and business goals by owning and executing commercial support to enable relevant stakeholders being accountable for their own business outcomes and partnering them to reach those. The prime focus is to offer commercial support to accelerate the Q2C and O2C life cycle, improve customer satisfaction and support affiliates in their operational activities. The Commercial Support Specialist role is responsible for ensuring that the Roche commercial platforms, systems and processes are aligned with global best practices and are continuously enhanced and developed.
 

Responsibilities

• Supporting and managing Roche activities related to Roche commercial ecosystems and other connected platforms, channels, integrations (if applicable) and tools
• Operationally maintaining and supporting the systems and its data, ensuring all system releases are implemented correctly by utilizing appropriate processes, further supporting solution roll-out
• Supporting business users through the resolution of inquiries, service requests, and reported issues of the Contract Management Lifecycle Deal Solutions systems
• Demonstrating the ability to learn and effectively manage and analyze data and data systems to identify root causes and articulate impact to business users.
• Monitoring and reviewing data quality aspects and performing data cleansing activities
• Communicating with various stakeholder groups on local, regional, and global levels, understanding their preferences, needs and developing solutions to reach goals

Day-to-day operation:

• Collaborating with different stakeholders from the business and IT to oversee and perform administrative, operational and analytical service activities in the Contract Management Lifecycle Deal Solutions systems
• Operationally maintaining and supporting the systems and its data by utilizing appropriate processes and driving data cleansing activities to achieve business results and data quality
• Consulting on and resolving issues regarding incorrect setup and platform limitations (tool handling issues, business logic issues, data availability/consistency issues, etc.) to drive resolution of business issues and contribute to technical problem resolution
• Delivering exceptional service and support to our business users by being mindful of technology, business processes and system implications to identify root causes of issues
• Participate in Stakeholder meetings as a subject matter expert and point of contact

Who you are

We are looking for upbeat, dynamic individuals who are highly involved and passionate about commercial application management and willing to learn more about the commercial world and our systems.You are a proactive, innovative problem-solver with a focus on sustainable and scalable solutions. 

Further requirements 

• Bsc/Msc degree, Desirable, Business Administration, Finance, IT or related economics subject
• 2+  years of business-related experience; preferably in a global environment in order and/or contract management and/or project coordination
• Forward thinking professional, with excellent understanding of sales and service ecosystems, including technical specification requirements and business processes, preferably with contracting and pricing processes, systems and databases (e.g. Salesforce, SAP)
• Quick learner, passionate about technologies, experienced in working with different IT solutions and ticketing systems (preferably ServiceNow) as well as in a virtual team environment
• You pay attention to details with an outstanding analytical mindset to collect and synthesize large amounts of data into a concise, straightforward format
• Excellence in service orientation, diligence, patience and stakeholder management with a passion for customer centricity and a positive mindset
• Ability to collaborate and work under pressure in a fast-paced, global, matrix organization, managing sometimes conflicting priorities, interests, and timelines 
• You have excellent oral and written communication skills in English, further languages are desired
• You have mid to advanced Excel skills

Who we are

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

The Roche Services & Solutions as well as People Support Solutions organisations located in Kuala Lumpur provide end-to-end business solutions for Finance, Procurement, IT, Communications, People & Culture (Human Resources) and beyond to our Roche colleagues across the APAC region. Today Roche employs altogether around 1100 employees in Malaysia.