Customer Service Representative (Danish speaking)

Department Info

Location: Terumo Nordics, Gothenburg, Sweden

The Terumo EMEA Supply Chain Team consists of several departments, including Customer Service & Tender office, Supply Chain Planning, Network Optimization and the European Distribution Centre (EDC). The Supply Chain Team is dedicated to provide full customer satisfaction, provide solutions and the timely delivery of all orders.

Consequently, a close collaboration with the Terumo Nordics Sales & Marketing teams, Project Management Team, Quality Departments and all Business Units is essential.

We drive continuous innovation to improve the quality of service in a transparent, compliant and patient-centric way. 

Job Summary

We invite you to join us as a Danish Customer Service Representative, becoming an important link between our customers, our Sales Teams and the Supply Chain Organization. Based in our office Gothenburg, Sweden, you will play a vital role in delivering an excellent customer experience to our client base in the Nordic countries with special attention to Denmark.

You facilitate an efficient order processing flow for the assigned accounts in a proactive and hands-on manner. You will mainly interact with healthcare professionals and hospital purchasing departments. As a trusted partner, you will support all stakeholders in the order fulfilment, invoice generation and after-sales process. 

Job Responsibilities

As a frontline contact person to many customers, you will be able to build a strong customer experience and lasting relationships with assigned accounts. On top, you will create and foster good intra-inter-departmental relationships. Mindful that everything we do at Terumo ultimately connects to patients.

You will contribute to the department’s efficient processes by

• Ensuring all orders, incl EDI, are entered, fulfilled and archived in the ERP system
• Monitoring Inbox & dealing with customer queries via Email/Telephone 
• Working with key stakeholders on consignment agreements and handling replenishment orders
• Handle delivery processes incl allocations of products and back-order handling 
• Liaising with Field Sales Reps providing excellent customer experience 
• Contributing to ensure that daily operations, including invoicing, are completed to the highest standard as well as in accordance with the QMS.
• Register and manage customer complaints regarding delivery or price, including returns. 
• Handling Customer Master Data management incl customer creation and customer data maintenance
• Contributing to succesful team results of KPI targets and fulfiling regular controls
• Liaising with line manager on ongoing projects and continuous improvements 
• Provide back-up services and support to other team members. Visa versa, you will be able to reach out to a reliable team and supervisor when needed.
   

Profile Description

• Are you passionate about customer service being mindful that everything we do at Terumo ultimately contributes tp society and connects to patients? Do you want to work in a global company that is very present in the Nordics with a local organisation? Do you enjoy being a part of a small team but with the opportunities of a global company?
•  You are fluent in Danish or you at least have experience in writing/ speaking in Danish. Skills in another Nordic language in addition to Swedish is valued.  English is our company language.
• You possess a broad knowledge in MS office. Knowledge of an ERP system, preferably SAP, is qualifying.
• Knowledge of working with healthcare or medical devices is qualifying.
• You have obtained a Bachelor’s degree, preferably related to Customer Service. An equivalent through experience within a similar role will also qualify.
• You are customer service minded and administrative oriented. 

Offer

• Working for a Terumo Customer Service team means contributing to society through healthcare.  
• Terumo offers an attractive benchmarked salary and benefits package.
• We offer an opportunity to work in a top performing and passionate team. An organization 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 3 days of the week, ensuring team connection face to face in the office on fixed working days.

During your recruitment process, you’ll be able to have conversations with the hiring manager and other passionate Terumo associates.  

Interested to become the link with our customers and bring our products to the patients in need? Interested to find out more? Take a look at our Terumo Europe's Corporate Video or visit our website !

Contact Person

Peter Coolen

Talent Acquisition Partner