Customer Care Specialist

Datum:  28.07.2022
Kategorie:  Logistics & Supply Chain

Zum Wohle unserer Gesellschaft entwickeln wir bei Terumo lebenserhaltende medizinische Technologien. Respekt, Verantwortungsbewusstsein und das Streben nach kontinuierlicher Verbesserung sind auf unsere japanische Herkunft zurückzuführen und stehen dabei stets im Zentrum unseres Handelns. Liegt auch Ihnen am Herzen, einen Beitrag zur Gesundheit der Menschen und zum Wohlbefinden von Patienten zu leisten? Nehmen Sie unsere Herausforderung an, ein Experte auf Ihrem Fachgebiet zu werden. Bei uns können Sie Ihre fachliche Weiterentwicklung mit Ihren persönlichen Zielen harmonisch in Einklang bringen. Ihr individueller Beitrag macht es möglich, gemeinsam mit uns einen entscheidenden Unterschied im Leben unserer Patienten, Kunden und Mitarbeitern zu bewirken.

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 Service Specialist, 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. Aside form the daily operations, the Customer Service Specialist is responsible for escalation management, as well as the integration of projects. You will also provide expert customer service knowledge and guide other team members where needed.

 

You will be part of the local Customer Service team in Eschborn (Germany).

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. 
  • You can look back on at least 5 years of experience within a similar customer service role. 
  • As an employee you are customer service minded and diplomatic, as well as administrative and result 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 German 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.
  • You are a team player. In addition, you able to guide, support and influence the team in providing an optimal service towards all internal and external stakeholders. 

Offer

 

Working for Terumo means contributing to society through healthcare. Terumo offers an attractive salary and benefits package. 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.During your recruitment process, you’ll be able to have conversations with Uwe Dümatz 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 ist einer der Hauptakteure im Bereich der Medizintechnik in der EMEA-Region. Wir gehören der japanischen Terumo Corporation an, welche eine breite Palette an medizinischen Geräten und Produkten produziert, vermarktet und vertreibt. 
Der EMEA-weite Hauptsitz und Produktionsstätten von Terumo Europe befinden sich in Leuven, Belgien mit dazugehörigen Vertriebs- und Marketingbüros in der gesamten EMEA-Region. Eine dieser Vertriebsniederlassungen ist die Terumo Deutschland GmbH mit Sitz in Eschborn, welcher  die Zweigniederlassungen in Spreitenbach, Schweiz und Brunn a. Gebirge, Österreich angehören.

Sind Sie an dieser Art Jobs interessiert?