Customer Service Specialist Portugal

Department Info

The TPT (Terumo Portugal) Customer Service team operates within a cross-functional environment, closely collaborating with Sales, Marketing, and Supply Chain teams. The team plays a critical role in ensuring seamless execution of the order-to-cash process while delivering a high level of service to both internal and external stakeholders.

You will be part of a dynamic team of 9 professionals, working together to support business growth, optimize processes, and strengthen customer relationships.

Job Summary

As a Customer Service Specialist, you are responsible for managing the end-to-end order-to-cash process and delivering an excellent customer experience across your region.

This role requires an experienced professional who acts as a subject matter expert within the team, contributing to process optimization, service excellence, and business results. You will build strong partnerships with customers and internal stakeholders while driving efficiency and continuous improvement in all operational flows.

Job Responsibilities

Order-to-Cash Ownership

• Manage the full order-to-cash cycle: order entry, delivery follow-up, invoicing, and customer master data
• Ensure accurate and timely processing of orders and invoices
• Monitor order progress and proactively resolve issues (e.g. delays, discrepancies, stock availability)
• Work with SAP and EDI systems for efficient order handling
• Ensure compliance with internal controls (e.g. J-SOX) and support achievement of monthly targets

Customer Service Excellence

• Act as the main point of contact for customers, ensuring timely and professional communication
• Build and maintain strong relationships with customers and internal stakeholders (Sales, Marketing, Supply Chain)
• Provide customers with required documentation (order confirmations, delivery notes, certificates, transport documents, etc.)
• Manage customer claims and ensure effective resolution

Consignment & Process Management

• Coordinate consignment flows, including contract setup, stock monitoring, and return handling
• Monitor short-expiry products and ensure appropriate actions
• Support Sales teams with consignment-related activities
• Identify opportunities to optimize processes and improve service levels

Complaints, Returns & Continuous Improvement

• Manage complaints and returns end-to-end, including recall processes
• Participate in QIM meetings and local projects to enhance service quality
• Track and contribute to KPI performance and continuous improvement initiatives
• Prepare reports aligned with business objectives

Collaboration & Additional Activities

• Act as a subject matter expert, supporting knowledge sharing within the team
• Collaborate closely with cross-functional teams to ensure alignment
• Participate in trainings, team meetings, and occasional European travel

Profile Description

• Proven experience in Customer Service, preferably within a similar industry
• Strong knowledge of order-to-cash processes and stock control
• Experience with consignment flows is required
• Operational knowledge of SAP (contract management) and EDI is a strong asset
• Proficient in Microsoft Office tools
• Fluent in English and Spanish (written and spoken)

Key competencies:

• Customer-focused and service-oriented mindset
• Results-driven with a strong focus on KPIs and performance
• Problem-solving and analytical skills
• High level of ownership and accountability
• Ability to work under pressure and manage priorities effectively
• Strong team player with excellent communication skills
• Awareness of quality standards and compliance requirements

Offer

• The opportunity to join a solid and values-driven international company
• A role with direct impact on customer satisfaction and business performance
• Growth and development opportunities, supported by learning tools and training programs
• A collaborative and supportive team environment

Working conditions:

• Full-time position
• Hybrid work model: 3 days in the office / 2 days remote
• Fixed team day onsite (Wednesday) to strengthen collaboration and alignment
• Occasional travel for trainings and European team meetings

Contact Person

Jarne Jans - Talent Acquisition Business Partner EMEA