Customer Care Agent
il y a 1 semaine
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 Supply Chain of Terumo Europe consists of several departments within EMEA. The primary purpose of the team is to ensure customer satisfaction as well as the timely delivery of all orders. The team consists of **Customer Service**, Supply Chain Planning, our SC Optimization Lead, and the European Distribution Centre (EDC). In addition, there is a close collaboration with Project Management, the Quality Departments and all our Business Units. We strive to become globally recognized and we drive continuous innovation to improve the quality of service in a transparent, compliant, and patient-centric way. In the UK, the Customer Service Team works together in our Terumo office in Bagshot.
**Job Summary**:
As a Customer Care Agent, you will be the link between your customers, the sales team, and the supply chain organization. Your objective is to facilitate and ensure an efficient order processing flow for the assigned accounts. This process ranges from the order fulfilment and the invoice generation to after sales services. As a part of the customer service team, you will actively support Sales Representatives in their day-to-day business, and you will report directly to your Customer Service Supervisor. You create an excellent relationship with Terumo Europe customers by ensuring an efficient order processing flow and an excellent customer experience.
**Responsibilities**:
As our Customer Care Agent, you will be responsible for establishing strong relationships with our customers.
You will be responsible for the administration of the department’s order processing flow: from receipt of the order, control and entry to delivery and invoicing & customer master data. You need to keep both the customer and the Sales representative informed of the order status and potential problems in the order process flow, while solving those problems and acting proactively. The arrangements that you make related to the order process, must meet all the requirements as efficiently and economically as possible. In addition, together with financial department, you will handle customers credit control.
By fulfilling your role, you will manage the departmental KPI’s and you will actively foster a continuous improvement culture. You will also provide back-up services to other customer care team members within the department.
Both related to products and sales, you will resolve issues and answer customer queries. Assisting the Customer Service Supervisor to prepare practical matters for audits, will also be one of your responsibilities.
You register and manages customer complaints regarding delivery or price, including returns. You ensure correct (electronic) archiving of customer orders and provides customers with requested documents: order confirmation, delivery sheet,...
Specifically related to the internal (local sales organisation) and external (assigned accounts) customers, you will create and foster an excellent customer service relationship. Of course, you will create and foster good intra-inter-departmental relationships as well.
You will participate in local Quality Improvement Meetings to improve quality service to customers & will participate ad hoc in project
**Profile Description**:
- You have obtained a Bachelor’s degree.
- 3 year or more customer service experience (or in a similar role )is a must. You are service minded, and have strong administrative skills.
- You possess a broad knowledge of MS Office... Knowledge of SAP is regarded as an asset.
- Previous experience in system
- and process improvement is highly valued. If don't have this experience, but are Tech savvy and want to use that skill to help the team with process improvements, that's valued as well.
- Furthermore, you are fluent in English, both verbal and written.
- The ideal Customer Care Agent is someone who 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 Terumo means contributing to society through healthcare.
Terumo offers an attractive salary and benefits package.
We offer an opportunity to work in a top performing team. An organisation where everyone is treated with respect. We strive to create a diverse, equal and inclusiv
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