Global Customer Experience End to End Demand to Pay - Downstream Specialist (Japanese Speaker)

The Position

As a team member of RSS, you will execute day-to-day activities in compliance with service level requirements and SOPs. You are responsible for managing incoming phone calls and Service Now tickets, contributing to the continuous improvement of Roche's performance.

Responsibilities

• Provide 1st level support for system-related questions, role management, and procurement consultancy for end users.
• Manage cases and tickets via phone and ticketing tools to ensure timely resolution.
• Act as a bridge between resolver groups and the business by sharing knowledge and feedback.
• Perform reporting, monitoring, and system fixes.
• Maintain SOPs, training materials, and knowledge base documentation.
• Ensure duties are performed in line with SHE guidelines and mandatory training requirements.

Requirements

• 1-3 years of experience in procurement operations or support.
• Proficiency in Japanese and English (read, write, understand) is essential; Mandarin is an advantage.
• Experience with SAP or SAP SRM is required.
• University or College degree in Finance, Informatics, Business Administration, or Economics.
• Strong troubleshooting, analytical, and customer service skills.
• Ability to work in a fast-paced environment with excellent time management and organizational skills.
• Experience in a Shared Service or Customer Service Centre is a plus.