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Customer Care Agent

Posted On:  08-Jul-2021
Job Category:  Customer Service & Admin

At Terumo, we enhance lifesaving medical technologies for the benefit of society. Are you eager to contribute to people's health and patients' wellbeing? We'll challenge you to become a master in your field of expertise. You can invest your talents in balance with your personal aspirations - live and work in harmony. Built on our Japanese origins; we are driven by respect, ownership and continuous improvement. It is at the heart of everything we do. This is how we make a difference in the lives of patients, customers and associates.

Department Info

Terumo Sweden is a daughter company under Terumo EMEA and represents us in the Nordic countries.  In the Nordic organisation we have 24 associates, with 8 associates in our office in Gothenburg, with specialists in customer care, sales & marketing support, finance and tender management, supporting our many sales- and marketing colleagues in the field. You will join a team of 4 other customer care colleagues, one sales support and one tender coordinator.  

Job Summary

The main focus of the Customer Care Agent is to create and maintain an excellent customer experience by giving each customer a personal approach and ensuring an efficient order processing flow from start to finish.  Your clients will not only be hospitals in Sweden, but you will also support our new clients in Norway. 
Additional tasks can be assisting the tender coordinator with Norwegian tenders. 

Job Responsibilities

As a  Customer Care Agent, you are in direct contact with the customer and you has complete ownership of the Terumo order processing flow: from receipt of the order, control and entry, to delivery and invoicing & customer master data.
You solves problems and acts proactively, keeping the customer, manager and sales teams informed on order status and potential problems.
In addition, you create and fosters excellent relationships with external customers in Sweden and Norway and you interact with the sales team by sharing knowledge and occasionally visiting the field together.
Furthermore, you register and manages customer complaints regarding delivery or price, including returns. You ensures correct (electronic) archiving of customer orders and provides customers with requested documents: order confirmation, delivery sheet, certificates, etc.
In all this actions, you keep the perspective of the client top of mind, ensuring a great customer experience.  

Profile Description

You have a Bachelor’s degree and have a first experience in a simular role.  You speak and write Swedish, Norwegian and English on a professional level. 
You work will with several IT Tools like MS Office, SAP and our CRM Salesforce.com
You ensure a great customer experience by communicating effectively, by listening attentively to customers’ needs and providing timely and helpful information to customers and other departments across the company.  You take ownership of any customer issue and make sure they are resolved and prevented in the future.  
You are careful and mindful that everything we do at Terumo ultimately connects to patients and you keep compliance to rules and regulations always as a guiding principle.
 

Offer

We offer you an interesting position in one our office in Gotherburg. You will join an experienced customer care team and will be coached by Moncia, who is our expert customer care manager, and will help you to become a high performing team member.  Working at Terumo means that you can actively contribute to the care for customers and patients, one of the core values of Terumo as a Healthcare company. We will reward you with an attractive remuneration package consisting of a competitive base salary, interesting benefits and incentive.  In addition, you will have access to our extensive training portfolio to further grow your soft skills and help in your career progression.  

Contact Person

Jan Swinnen

Terumo Europe is a core player in the EMEA healthcare market. We are a strong actor of the Terumo Corporation (Japan), producing, distributing, marketing and selling a vast range of medical devices. Terumo Europe EMEA headquarters and production facilities are located in Leuven (Belgium) with sales and marketing offices across the EMEA region.

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