Customer Care Associate

About the Company

As a global medical device company originating from Japan, we pursue reliable quality and technology to contribute to healthcare in more than 160 countries and regions around the globe. We promise to walk alongside healthcare professionals to continue to make great contribution to society, now and into the future.

Summary of the Role

The Customer Care Associate plays an important role in customer experience. You will represent Terumo in a broad range of activities focused around servicing our customer’s needs and maximizing contract value. Your communication, administration and data skills will unlock the potential value of the customer care team.

Key Functions / Responsibilities

Be part of a team driving transformation.

Proactively engage with customers to improve customer experience

Build relationships with customers and use your data intelligence to identify sales opportunities

Contribute to sales lead generation and conversion

Be responsible for administering and developing automation

Use your analytical skills to diagnose potential issues within customer and Terumo systems

Improve the value and quality of the data Terumo shares with our customers

Work as part of a team providing consistently high standards in order processing, fulfilment and enquiry response

Coordinate with internal and contracted teams to resolve and prevent service issues

Redesign process and tools to better suit stakeholder needs

Support the continuous improvement of Terumo through project participation and service level monitoring

Functional / Technical Skills

Phone Skills – Strong skills in phone handling and active listening skills

Data analysis – use business intelligence tools to solve problems, identify trends, risks and opportunities

Pro change – challenges established practices and proposes improvement based on a thorough understanding of stakeholder needs

Written Communication Skills – able to write clearly and succinctly in a variety of communications ensuring messages come across with the desired effect.

IT Literacy – proficient in the use of SAP (or equivalent), Salesforce CRM, Business Intelligence reporting combined with Advanced MS Office Skills. Willing to learn new systems and improve the use of existing systems.

Data Entry Skills – Strong attention to detail and data accuracy

Education & Experience

Experience with personnel management or team leadership an advantage

Experience in a customer Care-oriented position

Data analysis and reporting experience

IT experience such as Computer Science an advantage

Business transformation and project experience an advantage

Presentation and communication skills

Advanced MS Office Skills with previous experience with an ERP system (ideally SAP)

Other applications (Salesforce, Aircall) an advantage

Time management skills

Ability to identify sales leads

Note to External Recruitment Agencies:

Terumo does not recognize candidate submissions from any recruitment agencies and will not be responsible for payment of any recruitment fees due to the hiring of candidates whose resumes were submitted to Terumo employees or offices without the recruiting team's acknowledgement.