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Customer Care Sweden

Posted On:  04-Sep-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 Terumo in the Nordic countries.  In the Nordic organisation we have 24 associates, where you will join a team of 8 associates in our office in Gothenburg, with specialists in customer care, sales & marketing support, tender management and finance, supporting our many customers & sales- and marketing colleagues in the field. 

 

Job Summary

 

As a Customer Care Agent, you will be the link between customers, Sales & Marketing and Supply Chain. Your objective is to facilitate and ensure an efficient order processing flow for the assigned accounts. You will be creating and maintaining an excellent customer experience by giving each customer a personal approach. The processing flow ranges from order fulfilment and the invoice generation to after sales services. The target audience will be the counties and hospitals in the Nordics (e.g. Finland, Norway). Additional tasks might include providing support towards tender-related and sales administration tasks. You will report directly to the Customer Service Manager.  

 

Job Responsibilities

 

As a Customer Care Agent, your foremost responsibility will be establishing strong relationships with our customers.


You will be responsible for the administration of the department’s order processing, incl. consignment handling, which ranges from the receipt of the order up to delivering and invoicing. You need to keep external and internal stakeholders 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. 


You will need to manage the departmental KPI’s and you will actively foster a continuous quality improvement culture. You will also provide back-up services to other team members within the department. 


Both related to products and sales, you will resolve issues and answer customer queries. Certain complaints might revolve around delivery, price or returns. You ensure correct archiving of customer orders and provides customers with requested documents (e.g. order confirmation, delivery sheet, certificates, etc.).


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 internal relationships.
When performing all actions, you will keep the perspective of the client top of mind to ensure a great customer experience.  

 

Profile Description

 

You have obtained a Bachelor’s degree, preferably related to customer care. An equivalent through experience within customer care will also qualify. In this respect, you can look back as well on a first experience within a similar role. 

 

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

 

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 possess a broad knowledge of several IT tools like MS office. It is an asset if you have experience from SAP or other ERP-system. It is also an asset if you have experience from the CRM system Salesforce. 

 

Furthermore, you have good knowledge in Finish, Swedish and English. This entails both verbal skills and writing skills. 

 

Possessing consignment and tender knowledge will be regarded as an asset. 

 

Offer

 

Working for Terumo means contributing to society through healthcare. We offer a full-time employment contract accompanied by an attractive salary package. In addition, you will have access to our extensive training portfolio to further grow your soft skills and help in your career progression.  

 

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 Monica Haag, who is our expert Customer Care Manager, and will help you to become a high performing team member. 

 

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 & 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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