Head of Customer Service

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections,  where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

Head of Customer Service and Order Execution APAC HUB

A healthier future. It's what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Creating a world where we all have more time with the people we love.
 

That's what makes us Roche.

We are seeking a proactive, customer-focused, and detail-oriented Head of Customer Service and Order Execution APAC HUB to lead the end-to-end order management function from our Singapore centralized hub. This role plays a critical part in ensuring seamless coordination of order fulfillment from both the Singapore centralized and China Gateway hubs for both affiliates and direct customers across the region.

As the key driver of customer service excellence, you will be responsible for managing the order lifecycle—from order entry and validation through to delivery and issue resolution—while collaborating closely with cross-functional teams such as Supply Chain, Logistics, and Commercial Operations. The ideal candidate brings strong operational leadership, deep understanding of order execution processes, and a passion for delivering best-in-class customer experiences in a dynamic, fast-paced environment.

The Opportunity 

• Own and manage the full order lifecycle from order receipt to final delivery, ensuring a seamless, timely, and accurate experience for affiliates and customers across the region.

• Serve as the trusted point of contact for all order-related communications, providing proactive updates, resolving issues with urgency, care and transparency, and ensuring a consistently high standard of customer service.

• Coordinate closely with cross-functional teams—including logistics, supply chain, inventory management, and commercial operations—to facilitate seamless order fulfillment activities with broader business goals and customer expectations.

• Monitor and track order performance daily, identifying potential disruptions early and taking prompt and decisive action to mitigate risks and uphold service commitments.

• Continuously evaluate and enhance order coordination processes, identifying opportunities for simplification, automation, and improved responsiveness.

• Build strong working relationships with regional affiliates and external partners, fostering open communication, mutual trust, and a shared commitment to operational excellence.

• Gather and analyze customer feedback, key performance indicators (KPIs) and order data to generate insights, drive root cause analysis, and support the development of customer-centric service improvements.

• Prepare regular performance and service-level reports, highlighting trends, gaps, and recommendations to internal stakeholders and management.

• Be a passionate advocate for the customer, balancing empathy and efficiency to ensure every interaction reflects the company's commitment to quality, reliability, and care.

Who you are 

• You should hold a Bachelor's degree in Business Administration, Supply Chain Management, or a related field with at least 7–8 years of relevant experience in customer service, order management/execution, or delivery coordination, ideally within a regional or global organization.

• Customer-Centric Operations: Demonstrated expertise in managing complex order fulfillment processes and resolving customer issues with a proactive, solution-oriented approach.

• Analytical & Continuous Improvement: Proven analytical capabilities and sound judgment in using data to support decision-making, coupled with a strong track record of leading cross-functional initiatives and continuous improvement programs.

• Communication & Collaboration: Excellent verbal and written communication skills, with a high degree of cultural intelligence to engage effectively across diverse cultures and functions.

• Technical Proficiency: Proficiency in order management/execution systems (e.g., SAP) and customer service tools (e.g., Salesforce).

• Organizational Acumen: Strong organizational and time-management skills, with exceptional attention to detail and accuracy in a fast-paced environment.

A healthier future drives us to innovate. Together, more than 100'000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let's build a healthier future, together.

Roche is an Equal Opportunity Employer.