Customer Service Supervisor DACH

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Date: 31 Mar 2024

Location: Germany

Company: terumoeuro

At Terumo, we enhance lifesaving medical technologies for the benefit of society. Are you eager to contribute to people's health and patients' wellbeing? We'll challenge you to become a master in your field of expertise. You can invest your talents in balance with your personal aspirations - live and work in harmony. Built on our Japanese origins; we are driven by respect, ownership and continuous improvement. It is at the heart of everything we do. This is how we make a difference in the lives of patients, customers and associates.

Department Info

 

The Terumo EMEA Supply Chain Team comprises various departments, including Customer Service & Tender Office, Supply Chain Planning, Network Optimization, and the European Distribution Centre (EDC). Our Supply Chain Team is dedicated to ensuring complete customer satisfaction and the timely delivery of all orders. Collaboration with the Project Management Team, Quality Departments, and all Business units is crucial. We are committed to driving continuous innovation to enhance service quality transparently, compliantly, and with a patient-centric approach.

 

Job Summary

 

As a Customer Service Supervisor, you will be the key link between our customers, Sales Teams, and the Supply Chain Organization. Your role is pivotal in delivering an exceptional customer experience to our German speaking client base while maintaining strong relationships with internal and external stakeholders. Proactively and hands-on, you will contribute to an efficient order processing flow, overseeing an international team of 16 passionate associates located at our Sales Office in Eschborn in Germany, Brunn am Gebirge in Austria and Spreitenbach in Switzerland.

 

Joining a larger EMEA-wide Customer Service department of 13 dedicated teams, you will report directly to and be guided by the Customer Service & Tender Office Manager DACH.
 

Job Responsibilities

 

In this role, you will:

 

 

  • Provide direction and leadership to the local Customer Service Teams to ensure excellent service & operations
  • Plan and organize the local teams, provide training, and coach team members for personal development
  • Play an active role in sales follow-up and customer service, taking necessary actions for optimal results
  • Manage the full order processing flow punctually, precisely, and JSOX-compliant
  • Steer business KPIs to improve service levels and directly manage departmental order processing administration
  • Keep customers and the Sales team informed of order status and proactively solve potential problems
  • Regularly report out to your direct manager on KPI Performance, business development and project management

 

As part of the Customer Service & Tender Office EMEA, you will provide feedback and participate in local or EMEA projects to continuously elevate service levels and operations.
 

Profile Description

 

  • A relevant business degree, preferably in business administration or equivalent experience
  • 3 to 7 years of customer service experience
  • Have worked before in a people management position or equivalent experience
  • Broad knowledge of MS Office package
  • Detailed knowledge in SAP ECC (S4HANA) & SalesForce CRM
  • Fluent proficiency in both English and German (written, verbal, and listening skills)
  • Excellent communication, collaboration, and organizational skills
  • Ability to perform well in a demanding and dynamic working environment under deadlines and targets
  • Willingness to travel and openness to international cooperation
     

Offer

 

At Terumo, we believe in offering more than just a job. It's an opportunity to make a difference, contribute to society, and be a part of our passionate and high-performing team.

 

Rewards That Match Your Dedication: We offer a competitive salary and benefits package that sets the benchmark for rewarding your commitment.

 

Join a Passionate Team: Become a valued member of our passionate and high-performing global EMEA team where everyone is treated with respect. We are dedicated to maintaining and continuously improve our diverse, equal, and inclusive work environment.

 

Invest in Your Development: At Terumo, we invest in our associates by providing a wide range of development opportunities to help you grow both personally and professionally.

 

Work-Life Flexibility: Experience a hybrid way of working that balances office and home-based work to the fullest.
 

Connect with Us: During the recruitment process, you'll have the opportunity to engage in meaningful conversations with the hiring manager and other enthusiastic Terumo associates.
 

Ready to Make a Difference? Are you curious and ready to explore the possibilities at Terumo? 
Watch our Corporate Video or visit our website to learn more. Your journey to a fulfilling career starts here.
 

Contact Person

 

Jarne Jans - Your dedicated Talent Acquisition Business Partner for EMEA
 

  • www.linkedin.com/in/jarnejans

 
Ready to take the next step? Don't forget to upload your CV and motivational letter in English when applying.
 

Terumo Europe is a core player in the EMEA healthcare market. We are a strong actor of the Terumo Corporation (Japan), producing, distributing, marketing and selling a vast range of medical devices. Terumo Europe EMEA headquarters and production facilities are located in Leuven (Belgium) with sales and marketing offices across the EMEA region.