Customer Service Specialist

Department Info

The Supply Chain of Terumo Europe consists of several departments within EMEA, that make up the EMEA Supply Chain team. The primary purpose of the team is to ensure customer satisfaction as well as the timely delivery of all orders. The team consists of Customer Service, Supply Chain Planning, our Network Optimization Lead and the European Distribution Centre (EDC). In addition, there is a close collaboration with Project Management, the Quality Departments and all our Business Units. We strive to become globally recognized and we drive continuous innovation to improve the quality of service in a transparent, compliant and patient-centric way.

Job Summary

As part of the Supply Chain team, the main responsibility of the Customer Service Specialist is to put an added value to the team by using the higher level of knowledge and experience in different areas. This to increase the service levels, customer satisfaction and optimization of all flows.

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 report directly to your Customer Service Supervisor.

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

Job Responsibilities

As our Customer Service Specialist, you will be responsible for establishing strong relationships with our customers of the dedicated customer region. Consequently, you will ensure the appropriate customer contact and relationship management through emails, phone calls, sharing knowledge and visiting the field together for service related issues and in order to identify sales opportunities. You will proactively strive to maintain excellent relationships and periodically ask for feedback about our service and how to better our service level.

You will be responsible for Terumo’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, your manager and the sales staff 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. Consequently, you are required to possess a high level of knowledge and experience in your area of expertise.

By fulfilling your role, you will register and manage complaints regarding both products and sales (e.g. price, delivery, …). Additionally, you will manage returns in case of recalls. When inquires escalate, you will consult the appropriate team or manager.

You will ensure the correct archiving of customer orders and provide customers with requested documents when needed. Furthermore, you will maintain the correct information within contracts.

As Customer Service Specialist, you will have an understanding of all products within the scope of the role. Therefore, you will maintain a continuous learning mindset to remain knowledgeable of the relevant product portfolios. You will participate in local QIM meetings to contribute to the improvement of the quality of service towards the customers. In addition, you will actively participate in projects.

You will take on a proactive role to optimize all processes and solve issues in your area of expertise (by training and supporting other team members). Additionally, you will review processes in order to find cost and time efficient solutions.

You will fulfil the role of consignment coordinator, to handle tasks within consignment flow depending on affiliate set up, example contract set up, maintaining stock levels, monitor expiry products and return handling. In addition, you will provide support to the sales group in this area.

Profile Description

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 English, as well as Polish and you possess great communication skills in general. This entails both verbal skills and writing skills.

The ideal Customer Service Specialist 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 Specialist is careful and mindful that everything we do at Terumo ultimately connects to patients.

Offer

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.

Interested in using your administration and communication skills to support our passionate teams? Interested to find out more? Take a look at Terumo Europe’s Corporate Video or at our website !

Contact Person

Jarne Jans.