Customer Service Agent

Terumo Pharmaceutical Solutions crafts drug delivery devices that provide ease and comfort to both customers and their patients. We work with clients in the pharmaceutical, biologics and consumer healthcare industries on everything from product design and development to logistics and clinical affairs. Through open dialogue with other businesses, we build partnerships that benefit everyone – and offer products such as syringe systems, hypodermic needles, catheters, safety infusion sets and more.

Our multilingual customer service team is located within our Terumo Europe facilities in Haasrode. Supporting our clients while continuously interacting with our sales teams, distributors and supply chain team is at the heart of their job.

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 in a B2B environment. As a part of the customer service team, you will actively support Strategic Account Managers in their day-to-day business.

You will be a part of a self-managing customer service team, working closely with your colleagues towards an optimally operating customer service team.

First and foremost, you will be responsible for establishing strong relationships with our customers.

You will be responsible for the administration of the department’s order processing, which ranges from the receipt of the order up to delivering and invoicing. You need to keep both the customer and the Strategic Account Manager 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, based on the input of financial department, you will handle customers credit control. Situationally, you will also make specific export linked documents for some customers.

As our Customer Care Agent, 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 to the second service level. Furthermore, you will ensure the monthly sales forecast for accounts that are entered into the system. Assisting the Strategic Account Manager to prepare practical matters for audits, will also be one of your responsibilities.

Specifically related to the internal (local sales organisation) and external (assigned accounts) customers, you will create and foster an excellent customer service relationship. On top of that, you will create and foster good intra-inter-departmental relationships.