Customer Care Agent

Bij Terumo verbeteren we levensreddende medische technologieën voor onze samenleving. 
Gretig om ook bij te dragen aan de gezondheid van mensen en het welzijn van patiënten? We dagen je uit om een meester te worden in jouw vakgebied. Investeer je talenten in balans met je persoonlijke ambities. Leven en werken in harmonie. 
Vanuit onze Japanse oorsprong, worden we gedreven door respect, eigenaarschap en voortdurende verbetering. 
Het is de kern van alles wat we doen. Zo maken we een verschil in het leven van patiënten, klanten en medewerkers.

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

 

We invite you to join us as a Customer Care agent, becoming the most important link between your customers, our Sales Teams and the Supply Chain Organization. You will play a vital role in delivering an excellent customer experience to our Benelux client base. In a proactive and hands-on manner, you will contribute to an efficient order processing flow.

 

You will mainly interact with healthcare professionals 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 Customer Service Supervisor, Cindy Lecocq.
 

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 facilitate the link between the customer and dedicated sales team. You will provide both with frequent order status updates. You will deliver requested document to customers (e.g. order confirmation, delivery sheet, certificates, ...).

 

You will resolve sales & product issues, and potential problems in the order process flow. You will inform all stakeholders and answer customer queries accordingly. You will register and manage customer complaints regarding delivery or price, including returns. 

 

You will manage departmental KPI’s and contribute directly to continuous improvement. 

 

You will provide back-up services and support to other team members. Visa versa, you will be able to reach out to a reliable team and supervisor when needed.

 

Profile Description

 

You have obtained a relevant degree, preferably related to Customer Care. An equivalent through experience within a similar role will also qualify. 

 

You are customer service minded and administrative oriented. 

 

You possess a broad knowledge MS office. Knowledge of SAP-functionalities is an additional asset.

 

You possess good skills in Dutch, French and English. This entails writing, verbal and listening skills. 

 

The ideal Customer Care Agent communicates effectively by listening attentively to customers’ needs and providing timely and helpful information to customers and other departments across the company. 

 

The Customer CARE Agent is careful and mindful that everything we do at Terumo ultimately connects to patients.
 

Offer

 

Working for a Terumo Customer Service team means contributing to society through healthcare.  

 

Terumo offers an attractive benchmarked salary and benefits package

 

We offer an opportunity to work in a top performing and passionate team. An organisation 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 the Customer Service team this means, being in the office around 2 days of the week, ensuring team connection face to face in the office on a fixed working day.

 

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