Order to Deliver Agent (Supply Chain, O2C)

About the role

Roche is hiring an Order to Deliver Agent for its Supply Chain team in the Order to Cash (O2C) area, based in Sant Cugat del Vallès. The agent combines daily order processing and direct customer service with commercial price validation, working closely with external clients and internal teams to resolve logistics claims, fix price discrepancies and deliver excellent customer service.

Key responsibilities

• Enter customer orders manually and automatically in SAP and answer incoming calls about order status, availability, shipping dates and backorders
• Check customer purchase orders against SAP price conditions and resolve price discrepancies before order release
• Handle delivery claims such as damaged goods, missing or extra quantities, lost shipments and delays, aiming for quick resolution
• Ensure commercial contract conditions are correctly registered in SAP to avoid price mismatches
• Promote electronic services (EDI, webshop, track and trace) and explore new technologies such as RPA and AI to automate ordering
• Take part in cross-functional projects that simplify order management workflows and improve the customer experience

Required profile

• Reliable experience in customer care, order entry and supply chain processes using SAP
• Excellent phone manner and listening skills, with a strong focus on price accuracy and prevention of commercial incidents
• Proven ability to handle logistics claims autonomously and flexibly
• Adaptable, proactive and able to take ownership of projects beyond daily order entry
• Fluent Spanish and professional English