Customer Service Representative Austria (m/w/d/)

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

Currently we are looking for a fulltime Customer Service Representative to reinforce the Customer Service team in Austria. 

We invite you to join us as a Customer Service Representative, becoming the most important link between customers, Sales Teams and the Supply Chain Organization. You will play a vital role in delivering an excellent customer experience to our Austrian client base. 

You facilitate an efficient order process flow for the assigned accounts in a proactive and hands-on manner. You will mainly interact with healthcare institutions 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 Regional Customer Service & Tender Office Manager.

Job Responsibilities

As the face of the company 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.

You will contribute to the department’s efficient order processing flow, involving: 

• Order Receipt, Control & Entry
• Delivery Process
• Invoicing
• Customer Master Data management

You will serve as a vital link between customers and the dedicated sales team, providing both parties with regular updates on order status. 
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 for accounts that have been entered into the system.

Profile Description

• A first solid experience within a customer service role or similar is mandatory.
• You are customer service minded with the right administrative acumen 
• The ideal Customer Service Representative communicates effectively, listens attentively to customers’ needs and provides timely and helpful information to customers and other departments across the company.
• The Customer Service Representative is careful and mindful that everything we do at Terumo ultimately connects to patients.
• You possess a broad knowledge MS office. Knowledge of SAP-functionalities is an additional asset
• You are a native German speaker with a good written and spoken command of English. 

Offer

• Working for a Terumo Customer Service team means contributing to society through healthcare.
• Terumo offers an attractive 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. 

Contact Person

Lukas Uytterhaegen - Talent Acquisition Business Partner EMEA

Hajar El Ouahal - Talent Acquisition Intern