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As Commercial & Access Operations Partner at Roche Pharma Malaysia, you will ensure a high level of customer service by effectively managing end-to-end customer queries and complaints. As the primary contact point, you will work closely with internal and external stakeholders to identify the root cause and find appropriate solutions. Clear and timely communication with customers is essential, ensuring their satisfaction. Additionally, you will collaborate with our distributor to handle customer-related matters. This role also acts as a key administrator and backup supporting the Policy, Access & Communications team, specifically related to pricing, tendering and market access.

The Opportunity

Commercial Operations Partner (70%):

Responsible for providing a high level of customer service to Roche Malaysia customers via our designated customer communication channels (Roche Malaysia Hotline).

Primary contact point responsible for managing end-to-end customer queries and complaints:

Receipt of query/complaint

Working with stakeholders to identify root cause and solution

Communication to customers

Ensuring customer satisfaction

Collaborate with both internal and external cross-functional team members such as Supply Chain and Disease Area teams.

Liaise with the Distributor on matters pertaining to customer queries and complaints.

Consolidate any required reports related to customer service.

Pricing and Tender Backup (30%):

General pricing system and public tender management

Support in ensuring pricing integrity (manage accessibility to pricing information to rightful stakeholders in the company - Pricing Committee, Finance....) in line with pricing and compliance procedures.

Assist in the maintenance of price in all related systems (ASPIRE, LEOPARD, Roche Malaysia master price list, public tender monitoring, tableau, etc.) as a backup.

External:

Provide backup support in liaising with external customers (Bumi Agents, MOH, distributor, etc.) in pricing & sales operation systems.

Assist in managing the e-Perolehan system and tender monitoring when required.

Support in producing timely and accurate quotations as a backup.

Help in resolving pricing queries, new/revised order, product damaged/trade return in a backup capacity.

Assist with managing special import permits (non-registered products) if needed.

Support the management and update of the PSP public pricing portal as a backup.

Operation Excellence:

Provide backup support to PAPs in the strategic pricing and tender projects preparations (new tender and tender renewal).

Offer administrative backup for public access and procurement submissions (MOHMF, LPO, Lamp Qs, tenders).

Support the implementation of pricing strategies in a backup capacity.

Assist with Roche Malaysia half-yearly pricing reviews if required.

Support price revisions and reviews, and database management as a backup.

Carry out analysis of data as and when required.

Customer and Vendor Management:

Assist in maintaining connections and relation management with bumi agents.

Extend support to PAMs/pods/partners in provision of pricing/tender data analysis and market intelligence research in a backup capacity.

Any other tasks or projects as assigned from time to time.

Roche employees are expected to practice high standards of compliance with both external and internal policies and regulations as well as participate and be involved in Safety, Health and Environmental initiatives within the Company.

Who You Are

Bachelor’s degree in Business, Supply Chain, Healthcare, or related field

1–3 years' experience in customer service, commercial ops, or pricing (pharma/healthcare a plus)

 Strong communication, coordination, and data-handling skills

 Familiar with Excel and comfortable learning systems like SAP or e-Perolehan

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.