Customer Service Representative (Temp)

Department Info

The Terumo EMEA Supply Chain Team consists of several departments, including Customer Service, Supply Chain Planning, Network Optimization and the European Distribution Centre (EDC). The Supply Chain Team ensures full customer satisfaction and the timely delivery of all orders. Consequently, a close collaboration with the 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

Being a Customer Service Representative means becoming the most important link between your customers (which are hospitals), our Sales Teams and the Supply Chain Organization. You will play a vital role in delivering excellent customer experience to our Benelux client base. 

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.

You will be a part of a passionate Customer Service team. You will report directly to and be guided by the Customer Service & Tender Office Supervisor.  

Job Responsibilities

As the face of the company to many customers, you will build a strong customer experience and lasting relationships with assigned accounts. Additionally, you will create and foster effective intra- and inter-departmental relationships.

You will contribute to the department’s efficient order processing flow, involving:
- Order Receipt, Control & Entry
- Delivery Process
- Invoicing
- Customer Master Data management

Additionally, you will deliver requested documents to customers, such as order confirmations, delivery sheets, and certificates.
You will address sales and product issues, as well as potential challenges within the order processing flow. 
Furthermore, you will keep all stakeholders informed and respond to customer inquiries as needed. 
You will also register and manage customer complaints related to delivery or pricing, including handling returns. 
Your role includes overseeing departmental KPIs and directly contributing to ongoing improvements. 
You will provide backup services and support to fellow team members and, in turn, will have access to a dependable team and supervisor for assistance when necessary. 
Lastly, you will ensure that a monthly sales forecast is generated

Profile Description

The ideal Customer Service Representative demonstrates a customer service mindset and strong administrative skills.
This role requires effective communication by attentively listening to customers’ needs and providing timely, helpful information to customers and other departments across the company.
A broad knowledge of MS Office is required. Knowledge of SAP functionalities is an additional asset.
Fluency in Dutch and French, both oral and written, is required. Knowledge of English is a significant advantage.
Quality and Care-mindset is very important: The Customer Service Representative must be careful and mindful that all activities at Terumo ultimately connect to patients health. 

Offer

Working for a Terumo Customer Service team means contributing to society through healthcare.

This is a temporary role, we offer a 6 month contract.  Prolongation could be possible, but not garanteed.
Terumo offers an attractive benchmarked salary and benefits package: incentive scheme, meal vouchers, home-work allowance, transportation allowance, hospitalization insurance, extensive insurance and pension plans. 

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 training reasons however, the first weeks a fulltime presence in the office is required. 

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

Jan Swinnen