Customer Care Agent

Datum:  20-jun-2022
Categorie:  Customer Service & Admin

Bij Terumo verbeteren we levensreddende medische technologieën voor onze samenleving. 
Gretig om ook bij te dragen aan de gezondheid van mensen en het welzijn van patiënten? We dagen je uit om een meester te worden in jouw vakgebied. Investeer je talenten in balans met je persoonlijke ambities. Leven en werken in harmonie. 
Vanuit onze Japanse oorsprong, worden we gedreven door respect, eigenaarschap en voortdurende verbetering. 
Het is de kern van alles wat we doen. Zo maken we een verschil in het leven van patiënten, klanten en medewerkers.

Department Info


Terumo Pharmaceutical Solutions crafts drug delivery devices that provide ease and comfort to both customers and their patients. We work with clients in the pharmaceutical, biologics and consumer healthcare industries on everything from product design and development to logistics and clinical affairs. Through open dialogue with other businesses, we build partnerships that benefit everyone – and offer products such as syringe systems, hypodermic needles, catheters, safety infusion sets and more.


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.


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 Strategic Account Managers in their day-to-day business and you will report directly to your Customer Care Team Leader.

One of the current TPS Customer Care colleagues about her job:

"Working as a customer service specialist in TPS for just over a year has been a steep but enjoyable learning curve. What I love about this job is the variety in my everyday work, the interaction and collaboration with Terumo colleagues and customers across the globe. Understanding that I contribute, in a small way to patient care is the most rewarding feeling of all."


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, which ranges from the receipt of the order up to delivering and invoicing. 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 to the second service level. 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.


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.


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 5 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. This entails both verbal skills and writing skills. The possession of strong communication skills, concerning other languages will also be an asset.




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 team this means, being in the office around 2 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 Sarah Burin 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 & Recruitment Marketeer.


Terumo Europe is een belangrijke speler in de EMEA healthcare markt. We maken deel uit van Terumo Corporation (Japan) en produceren, verdelen & verkopen medisch materiaal. Het EMEA hoofdkwartier en productiefaciliteiten van Terumo Europe zijn gevestigd in Leuven (België). Onze saleskantoren zijn verspreid over de EMEA regio.

Benieuwd naar deze job categorie en soortgelijke jobs?