Customer Service Representative – Global Samples
Roquette
Customer Service Representative – Global Samples
Roquette is a family-owned global leader in plant-based ingredients and a leading provider of pharmaceutical excipients.
Using plant-based resources, we collaborate with our customers and partners to imagine and offer ingredients to better feed people and treat patients. Each of our ingredients responds to unique and essential needs, and they enable healthier lifestyles.
The successful acquisition of IFF Pharma Solutions marks a pivotal and transformative step in establishing the Roquette's Health & Pharma Solutions (HPS) Business Group. It expands its position in the attractive excipients market which benefits from strong fundamentals and outstanding growth prospects. It enhances Roquette's US footprint, and it significantly expands its industry-leading formulation capabilities and drug delivery research and development.
To meet our challenges, we are looking for a Customer Service Representative – Global Samples within the Customer Service team! This position will be located in Mumbai.
The Customer Service Representative serves as a key liaison between customers and internal business and functional teams, ensuring exceptional service delivery and contributing to ROQUETTE's profitability. By fostering strong relationships, they coordinate and align internal resources to achieve the ultimate goal of zero-defect customer satisfaction.
Managing order entry—from initial customer contact or electronic channels through material flow—ensuring products are delivered on time, with the correct specifications, equipment, and documentation. In the event of a service failure, they take ownership of corrective actions and lead resolution efforts to restore customer confidence. Beyond handling daily inquiries, the role demands a proactive approach to exceed expectations, strengthen customer loyalty, and build lasting customer trust.
Your experience and talents will make the difference to:
- Order Entry: Accurately process complex customer orders in ERP, ensuring compliance with service standards and business performance goals.
- Order Management: Oversee routine and specialized order activities, including consignment and inventory management, ensuring high-quality service and accountability.
- Customer Advocacy: Act as a customer champion by anticipating needs, prioritizing requests and leveraging internal resources to optimize satisfaction and cost efficiency.
- System Execution: Manage integrated processes across multiple platforms including SAP, Elemica (EDI), Document Control System (Sharepoint, forwarder portals), requiring strong knowledge of supply chain and related functions.
What we will love about you:
- Team player
- Critical thinking and problem-solving skills
- Exceed customer expectations
- Comply with internal and external control requirements
- Demonstrate accountability and continuous improvement mindset
And also …
- Graduation (in any discipline)
- 5+ years of relevant experience in B2B / Chemicals / Pharma sector
- Fluency in English with good written and spoken skill
- Ability to work efficiently with stakeholders with different nationalities
- Sample handling experience
- Expertise in air and road transportation
- Proficiency in MS Excel - formulae, v-lookup, h-lookup, pivot, Power Point, Word
- Proficiency in SAP, Sales Force, Elemica (Electronic data interchange) and Document Control System (Sharepoint, forwarder portals)
- Knowledge of custom documentation, airway bill, packing list, invoice, certificate of analysis
If you identify yourself in this position, please apply by uploading your resume and let's start the journey together!
Roquette is proud to be a global company where you can find personal and professional growth through multiple diverse experiences.
Roquette strives to create a dynamic workforce while remaining firmly committed to equal opportunity by complying with EEO laws.
As we continue to grow, Roquette understands that to be successful we must always be inclusive in our approach.