Customer Care Agent

Client Description:

The Terumo Europe Emerging Market Division (EEM) operates across 30 countries in Eastern and Central Europe. Within this region, the division has been steadily expanding and contributing to the establishment of several Terumo legal entities. The goal of EEM is to mark a footprint on the local markets and to be closer to both the customers and patients.

Our multilingual customer service team is located within our Terumo Europe facilities in Haasrode. Supporting our clients while continuously interacting with our sales teams, distributors and supply chain team is at the heart of their job.

As a Customer Care Agent, you will be the link between your customers, the sales team, and the supply chain organization. Your objective is to facilitate and ensure an efficient order processing flow for the assigned accounts. This process ranges from the order fulfilment and the invoice generation to after sales services. As a part of the customer service team, you will actively support Strategic Account Managers in their day-to-day business and you will report directly to your Customer Service Supervisor.

The Customer Care Agent creates an excellent relationship with Terumo Europe customers by ensuring an efficient order processing flow for the dedicated region.

Job Responsibilities

First and foremost, you will be responsible for establishing strong relationships with our customers.

You will be responsible for the administration of the department’s order processing flow: from receipt of the order, control and entry, to delivery and invoicing & customer master data. You need to keep both the customer and the Strategic Account Manager informed of the order status and potential problems in the order process flow, while solving those problems and acting proactively. The arrangements that you make related to the order process, must meet all the requirements as efficiently and economically as possible. In addition, based on the input of financial department, you will handle customers credit control. Situationally, you will also make specific export linked documents for some customers.

As our Customer Care Agent, you will manage the departmental KPI’s and you will actively foster a continuous improvement culture. You will also provide back-up services to other customer care team members within the department.

Both related to products and sales, you will resolve issues and answer customer queries. Furthermore, you will ensure the monthly sales forecast for accounts that are entered into the system. Assisting the Strategic Account Manager to prepare practical matters for audits, will also be one of your responsibilities.

The Customer Care Agent registers and manages customer complaints regarding delivery or price, including returns. He/she ensures correct (electronic) archiving of customer orders and provides customers with requested documents: order confirmation, delivery sheet, certificates, ....

Specifically related to the internal (local sales organisation) and external (assigned accounts) customers, you will create and foster an excellent customer service relationship. On top of that, you will create and foster good intra-inter-departmental relationships.

You have obtained a Bachelor’s degree, preferably related to customer care. An equivalent through experience within a similar role will also qualify. In this respect, experience of 3 years and above will be preferred.

Previous customer service experience will be regarded as an asset.

As an employee you are customer service minded, as well as administrative oriented.

You possess a broad knowledge MS office. Additional knowledge of SAP-functionalities will be an asset.

Furthermore, you are fluent in both English and the local languages. This entails both verbal skills and writing skills. The possession of strong communication skills, concerning other languages will also be an asset.

Knowledge of SAP and previous customer service experience is definitely an asset.

The ideal Customer Care Agent is someone who communicates effectively by listening attentively to customers’ needs and providing timely and helpful information to customers and other departments across the company. The Customer CARE Agent is careful and mindful that everything we do at Terumo ultimately connects to patients.

Working for Terumo means contributing to society through healthcare. We offer a full-time employment contract accompanied by an attractive salary package.

We offer a work environment that supports Terumo’s core values: Quality, Respect, Care, Creativity and Integrity. A work environment in which every associate, customer and business partner is treated with respect, where sincerity is key and where everyone always strives to find the most optimal solution. Furthermore, you will find yourself in an environment that promotes a mindset that embraces challenge for the future.

You can apply by sending your resume to office.terumohaasrode@manpower.be