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Customer Care Specialist

Posted On:  15-Aug-2019
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 Pharmaceutical Solutions (TPS) develops alliances with pharmaceutical companies on a global scale, using Terumo technology to develop, manufacture and supply carefully crafted solutions to their injectable drug delivery challenges. We pride ourselves on offering a full portfolio of products and services for the pharmaceutical industry, backed by unrivalled scientific expertise and know-how.

Job Summary

As Customer Care Specialist, you are the link between the sales and supply chain organization. Your main responsibility is to ensure an efficient order processing flow from order fulfilment and invoice generation to some after sales services for assigned accounts. The Customer Care Specialist will actively support an assigned Strategic Account Managers during day-to-day business.

Job Responsibilities

1. Order process flow related

- You'll have complete ownership of the administrative part of the Department’s order processing, from receipt of the order up to delivering and invoicing, providing the warehouse with shipping instructions

- You'll solve problems and act proactively, keeping the customer and the Strategic Account Manager informed of order status and potential problems in the order process flow

- You'll make arrangements (e.g. for transportation and distribution of goods) that fulfil all requirements as efficiently and economically as possible


2. Administration and accounting related

- You'll ensure central filing of order processing records

- You'll end out invoices for all orders to the customers and keep a copy in the department

- Based on the input of financial department, you'll handle customers credit control

- You'll make specific export linked documents


3. Product and Sales related

- You'll answer product and sales related issues and escalate customer queries to second service level

- You'll ensure monthly sales forecast for accounts 

- You'll recommend potential products or services to management by collecting customer information and analyzing customer needs 


4. Contact with internal and external customers

- You'll create and foster an excellent customer service relationship with the local sales organisation (internal) and the assigned accounts (external)


5. General

- You'll manage departmental KPI`s and actively foster continuous improvement culture 

Profile Description

- Bachelor’s degree preferred or equivalent through experience in a similar role - preferably > 5 years  

- You're familiar with Microsoft Office and SAP  

- You're customer service minded  

- Previous customer service experience is an asset; 

- You have good working knowledge of English (written and spoken - a good knowledge of Dutch, French and/or German is an asset.  


We offer you an interesting position in one of our dynamic and committed Customer Care teams across EMEA region. You will be able to 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 and interesting benefits.  

Contact Person

Bethsabee Bellinck

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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