Order Management Analyst

About the role

Roche is seeking an Order Management Analyst to coordinate the full lifecycle of customer orders, from entry to final delivery. The role acts as the primary link between Sales, Warehouse, Transportation, and Customer Service teams to ensure on‑time, in‑full deliveries and high customer satisfaction.

Key responsibilities

• Process, validate and track incoming orders, ensuring accurate pricing, customer data, and commercial conditions.
• Monitor real‑time inventory availability and collaborate with Planning to manage backorders or priority allocations.
• Coordinate with Warehouse and Transportation to schedule preparation, invoicing and timely dispatch.
• Provide proactive order status visibility to internal sales teams and external customers, handling incidents or delays promptly.
• Handle return requests, credit notes, and manage damaged or incomplete deliveries.
• Track and report key performance indicators such as OTIF, charge‑free deliveries, returns and consignment metrics.
• Identify bottlenecks in order processing and propose automation or process‑optimization initiatives.

Required profile

• Graduate or advanced student in Business Administration, Industrial Engineering, Logistics or related fields.
• More than 4 years of experience in Order Management, Customer Service within Supply Chain, or order processing roles.
• Fluent English for operational communication (mandatory).
• Strong customer orientation, teamwork ability, flexibility and excellent communication skills.

Required skills

• Intermediate‑advanced Excel, including pivot tables and complex formulas.
• Experience with ERP systems such as SAP.
• Familiarity with Business Intelligence (BI) tools.