Customer Care Credit/RMA Spec.

Terumo Medical Corporation (TMC) develops, manufactures, and markets a complete, solutions-based portfolio of high-quality medical devices used in a broad range of applications for numerous areas of the healthcare industry. TMC places a premium on providing customers with world-class products, training and education programs that drive clear economic value, better clinical outcomes and improved quality of life for patients. TMC is part of Tokyo-based Terumo Corporation; one of the world’s leading medical device manufacturers with $6+ billion in sales, 30,000+ employees worldwide and operations in more than 160 nations. Terumo Medical Corporation is comprised of two strategic business divisions: Terumo Interventional Systems and Terumo Medical Products.

We believe that the future is bright for everyone at Terumo. We work with the future in mind to generate lasting change, create a bigger impact and produce greater outcomes for today, and for decades to come.

At Terumo we believe in the power of personal growth and will encourage you to get in the driver's seat - progressing in the direction you want to go by deepening your skills throughout your career. We want you to be bold, think outside the box, experiment, innovate and deliver what's next for quality healthcare. You will be part of a collaborative, respectful and resilient team of associates and leaders around the world, working together as partners to achieve more than you thought possible, providing real-world, impactful solutions for patients.

Join us and help shape wherever we go next!

Advancing healthcare with heart

 

Job Summary

Customer Care - Credit and RMA (Return Merchandise Authorizations) Specialist provides the absolute best customer experience daily.  Responsible for ensuring that requested credits and returns are processed and completed accurately and timely.  This position is an integral part of the Customer Care team and works alongside the team to support Terumo’s businesses, that include Interventional Systems, Medical Products, Aortic and Pharmaceutical Solutions.  Working in a high-volume call center, must be willing to help drive process improvements to always exceed customers’ expectations, while exceeding department’s KPIs and goals. 
 
 

Job Details/Responsibilities

• Create accurate and timely credits to support and resolve customer’s billing issues.
• Create and manage accurate Return Merchandise Authorizations (RMA) in a timely manner to ensure customer satisfaction.
• Research and review warehouse shipping discrepancies with customers/sales and ensure appropriate steps are taken to resolve problems.
• Prepare and deliver to stakeholders’ monthly analysis on credits and RMA to drive Root Cause Analysis (RC) and corrective solutions.
• Engage and collaborate with warehouses, Accounts Receivable (AR), Contracts, Tax, Sales and Operational teams to deliver resolution to billing issues and shipping errors.
• Ensure that Product Performance Reports (PPR) are completed timely and accurately and closed out accordingly.
• Work with Customers and Customer Care Reps (CCR) on open RMAs to ensure timely completion.
• Collaborate to drive efficiency and a streamlined process for timely and efficient creation of credits.  
• Create and maintain Standard Operating Practices (SOPs) on creating credits and RMAs. 
• Spearhead the on boarding of new CCR on credits, RMAs and PPR.
• Assist with required audits with data collection and preparation.
• Prepare and manage the bulk upload credits.
• Maintain, educate and enforce the SOPs around credits and RMAs. 

Support and engage with the Customer Care team as needed to:

• Manage sales orders received by phone, fax, email and electronic data interchange (EDI), as needed.
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
• Recognize a customer complaint and forwards to the appropriate personnel based on Terumo Medical Corporation’s Quality Policies and Procedure
• Address and resolve customer’s service inquiries or issues by identifying the issue; determining the root cause; selecting and explaining the best solution; expediting correction or adjustment; and following up to ensure resolution.
• Perform other job-related duties as assigned.

Knowledge, Skills and Abilities (KSA)

• Exceptional customer service and listening skills. 
• Excellent interpersonal, written and verbal communication skills.
• Good organizational skills and the ability to work effectively as part of a team in a busy customer driven environment.  
• Strong analytical