Customer Service Representative (Temporary Contract)

Department Info

The Terumo EMEA Supply Chain organization brings together Customer Service, Supply Chain Planning, Network Optimization and our European Distribution Centre (EDC). Together, we ensure that our medical products reach customers accurately and on time, ultimately supporting healthcare professionals and patients across the EMEA region.

Within Customer Service, our EEM team supports customers and commercial teams across Eastern European markets. Working in an international environment, the team collaborates closely with Sales, Supply Chain, Quality and our Business Units to deliver a reliable and high-quality customer experience.

Job Summary

We are looking for a Customer Service Representative to strengthen our EEM Customer Service team. 

This is a temporary position for approximately 6 months. Depending on future business needs, there may be a possibility of extension, but this cannot be guaranteed.

In this role, you will support the Customer Service team with tasks such as order entry, stock assignment (“product allocation”), requests of certificates, etc. As you will progress in your training, the responsibilities can be expanded to direct customer support and coordination of the full order to cash process for a selected amount of customers.

Job Responsibilities

Customer Service & Order Management

• Act as a key point of contact for assigned customers and provide professional and timely support.
• Manage the end-to-end order process, including order entry, verification, delivery coordination and invoicing.
• Maintain accurate customer and order information in our systems.
• Provide customers and Sales colleagues with clear updates on order and delivery status.
• Prepare relevant documentation, including order confirmations, delivery documents and certificates.

Customer & Sales Support

• Respond to customer inquiries and help resolve order, delivery, pricing or product-related questions.
• Register and follow up on customer complaints, returns and other order-related issues.
• Work closely with Sales and internal stakeholders to ensure an efficient customer experience.

Collaboration & Continuous Improvement

• Collaborate with colleagues across Customer Service, Supply Chain, Sales, Quality and other departments.
• Provide backup support to colleagues when needed.
• Monitor relevant KPIs and contribute to improvements in customer service processes.
• Ensure activities are completed accurately and in line with Terumo procedures and quality standards.

Profile Description

• You have experience in Customer Service, Sales Support, Order Management, Administration or a similar environment. We are flexible regarding the number of years of experience and also welcome candidates who are earlier in their career.
• You are customer-focused, organized and comfortable managing different priorities and administrative tasks.
• You communicate clearly and enjoy working with customers and colleagues from different countries and cultures.
• You are confident working with Microsoft Excel, Outlook and Teams.
• Experience with SAP or another ERP system is considered a strong advantage.
• You are fluent in English, both spoken and written.
• Knowledge of Russian is an additional asset, but is not required.
• You work accurately, take ownership and enjoy contributing to a collaborative team environment.

Offer

Working in the Terumo Customer Service team means contributing to society through healthcare while gaining experience in an international Supply Chain organization.

We offer:

• A temporary opportunity for approximately 6 months within our EEM Customer Service team.
• An international role supporting customers and colleagues across Eastern European markets.
• A collaborative and supportive team environment where you can quickly build your Customer Service and Supply Chain experience.
• An attractive, benchmarked salary and benefits package, including meal vouchers, work-from-home allowance, transportation allowance, hospitalization insurance and pension plan.
• A hybrid working model combining office presence with home-based work. During the initial training period, full-time office presence will be required to ensure you receive the support needed to get started successfully.

At Terumo, everyone is treated with respect, and we are committed to creating a diverse, equitable and inclusive workplace.

Contact Person

Jarne Jans - Talent Acquisition Business Partner EMEA