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.