Customer Care Agent UK

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 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 Sales Representatives 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.

Job Responsibilities

As our Customer Care Agent, 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 Sales representative 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, together with financial department, you will handle customers credit control.

By fulfilling your role, 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. Assisting the Customer Service Supervisor 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, signed POD, ....

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 will participate in local QIM meeting to improve quality service to customers & will participate ad hoc in projects.

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.

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 of MS office.. Knowledge of SAP is regarded as an asset.

Furthermore, you are fluent in English, Dutch & French. This entails both verbal skills and writing skills.

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.

Offer

Working for Terumo means contributing to society through healthcare.

Terumo offers an attractive salary and benefits package. Besides meal vouchers, interesting insurances, 100% public transport reimbursement, you also have the possibility to lease an (e-)bike.

We offer an opportunity to work in a top performing team. An organisation where everyone is treated with respect. We strive to create a diverse, equal and inclusive work environment. We invest in our associates by offering a broad array of development opportunities.

Linked with our core value Care, Terumo allows a hybrid way of working, combining office with home-based work. For the Customer Service BNL team this means, being in the office (in Bagshot) around 2 to 3 days of the week, ensuring team connection face to face in the office on a fixed working day.

During your recruitment process, you’ll be able to have conversations with Carlie Maxwell as the hiring manager and other passionate Terumo associates.

Interested to contribute to the growth of Terumo? Interested to find out more? Have a look at Terumo Europe’s Corporate Video or visit our website !

Contact Person

Jarne Jans - Talent Acquisition Officer.