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Customer Relations Specialist EMEA

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Date: Nov 27, 2021

Location: Brussels, VBR, BE

Company: Terumo BCT, Inc.

JOB SUMMARY

Is the interface between our B2B customer base - Distributors and the different departments in Terumo Blood & Cell Technologies. 

He/she is the owner of assigned EMEA region and customer’s primary contact, coordinates the various administrative and cross-functional activities.

Responsible for Customer Relations Specialist activities supporting internal and external customers, managing orders, returns and sales administration activities, all in accordance with JSOX and internal quality procedures (Standard Operating Procedures and Work Instructions).

Actively participates in continuous improvement initiatives to increase efficiency, compliance and improve internal and external customer satisfaction. 

This position reports directly to the Customer Relations Supervisor, EMEA.

RESPONSIBLE FOR CUSTOMERS IN A SPECIFIC COUNTRY OR REGION

  • Ensure customer contact through the appropriate communication means such as phone, email and mail.
  • Handles all incoming orders, checking possible discrepancies, incoterms, pricing, billing, item codes and stock availability, sends order confirmations and ensures expedition within the Service Level Agreement.
  • Daily communication with warehouse about special requirements of shipments (temperature-controlled cargo, labeling, special documentation)
  • Manage all customer situations in a professional and courteous manner with an emphasis on customer satisfaction and retention
  • Organizing different types of inspections for obtaining inspection certificates
  • Requesting quotations from different forwarders, providing and confirming the information in B/L and AWB, obtaining insurance certificates and following up on shipments until the point of reaching destination
  • Taking charge of procedures related to different payment mechanisms, such as Letter of Credit and Cash Against Documents
  • Managing of complex tender orders
  • Leading weekly stakeholder meeting with corporate finance to follow-up on financial impactful orders
  • Coordinating drop shipments from our worldwide production sites
  • Overall support of sales representatives and country managers, providing live data for SIOP/sales targets/goals
  • Optimize delivery of available goods and follow-up on pending orders.
  • Ensure that the order logistics and invoicing are compliant with the commercial agreements and customer’s requirements. 
  • Take all necessary actions to resolve any customer claims and issues (cross-functionally).  If required initiate Returns and Credit Notes, following the appropriate approval process.
  • Ensure that our internal Master Data corresponds with current customer’s information.

BACK-UP AND TEAM ROLES

  • Is a member of a back-up team that ensures permanent service to the market, as per Service Level Agreement (8:30-17:00).
  • Creates and maintains Customer Information files for the back-up team.
  • Ensures appropriate training and documentation to allow for seamless back-up.
  • Participates in welcome and training of new team members on the basic OTC processes.
  • Actively participates for at least one cross-team control list or improvement task
  • Supports other team-members work on their cross-team control lists and improvement tasks.

CROSS-FUNCTIONAL ROLES

  • Supports cross-functional improvement initiatives and requests.
  • Supports OTC Audit Requirements such as acting on control lists and supplying supporting documentation for customer’s base within their responsibility.
  • Close collaboration with Commercial department in order to meet monthly, quarterly and yearly plans.

QUALITY AND COMPLIANCE

  • Timely completion of all mandatory OWL trainings.
  • Follow all Standard Operating Procedures (SOP) and execute tasks according to established Work Instructions (WIN).  Complies with processes as communicated by the OTC System Expert.
  • Ensure all relevant Key Performance Indicator targets are met.
  • Maintain all relevant electronic and paper filing systems.
  • Filing of all customer documents according to the company filing policies (Paperless JSOX).

EDUCATION

Bachelor’s degree (preferably in administration) or equal by experience

 

EXPERIENCE

Experience in a  customer facing role in an international environment is an asset

 

SKILLS

  • In line with Terumo's Core Values:
    • Respect          – Appreciative of others
    • Integrity         – Guided by our mission
    • Care                – Empathic to patients
    • Quality           – Committed to excellence
    • Creativity       – Striving for innovation

Minimum Requirements:

  • Excellent communication/telephone skills
  • Good problem solving skills
  • Good knowledge of MS Office Skills (Word, Excel, PowerPoint, Outlook)
  • Good team player and able to work for the common goals in an international environment
  • Strong ability to understand customer and sales needs with an acute sense of urgency
  • Eagerness to constantly learn, explore better ways of working and considers change as an opportunity
  • Positive, upbeat and friendly personality
  • Autonomous self-starter with the ability to take initiatives
  • Flexible and willing ‘run the extra mile’ to ensure customer satisfaction (external and internal)
  • Works in a structured way and in compliance with company procedures
  • Tenacity / Ownership / Adaptability / Flexibility
  • English
  • Willingness to work some bank holidays
  • Willing and able improve his/her technical product knowledge
  • Experience in an International, B2B environment preferably in the Medical sector.

 

Preferred Requirements:

  • Track record in a Customer Care role
  • Knowledge of SAP 7.2
  • Any extra languages
  • Awareness of  controlled processes and audit preparation


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