Customer Relations Specialist EMEA

Job Band:  Job Band 15 (JB15) 
Hiring Manager:  Kristof Dieusaert 
Lead Recruiter:  Paulina Piotrowska 
Country:  Belgium 

Our ability to grow, develop new capabilities and serve even more patients around the world depends on associates like you, who are passionate about our mission. Thank you for considering this new opportunity to further unlock your potential.

JOB SUMMARY

Is the interface between our customer base and the different departments in Terumo BCT. He/she is responsible to develop strong and trusted relationships with customers through timely and accurate communications and resolve customer issues in accurate and timely manner.

As customers’ primary contact, he/she coordinates the various administrative and cross-functional activities to the highest level of Customer service possible.  

Responsible for customer relations activities supporting internal and external customers in the EMEA area, managing service orders and sales administration activities, all in accordance with JSOX and internal quality procedures (Standard Operating Procedures and Work Instructions).

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

ESSENTIAL DUTIES AND RESPONSIBILITIES

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 service requests,
  • Sending out quotations and follow-up,
  • Checking Service Contract coverage and possible master data discrepancies,
  • Pricing, billing, item codes and stock availability,
  • Management of Replacement Pool
  • Ensures collection and expedition within the Service Level Agreement.
• In the Service Center Leuven Customer Relations department, we have 2 specific roles that could be part of your responsibilities:
  • Evaluation & Demonstration Equipment
    • Operational flow from Evaluation request till return of device after evaluation for service.
  • Field Service Support - Spare Parts Order Management
    • Monitoring of ServiceMax Replenishment of Field Technicians stock
    • Verification of available Spare Parts stock
    • Ordering of Tools for Field Service Technicians
• Handling any order related issues: Service Contract Issues, Country Exclusions, Batch Exclusions, Credit Block,…
• Follow-up on pending service orders via ServiceMax and SAP
• Regular communication with Service Center Shipping team about special requirements of shipments (dangerous goods, labeling, special documentation, unexpected arrivals)
• Ensure that the service order logistics and invoicing are compliant with the commercial agreements and customer’s requirements. 
• Interact with Field and Bench Service Support Specialists, Sales Managers and other key functional teams e.g. Inventory Planning, Procurement, Logistics, Quality, Technical Service, Finance and Credit Control Teams
• Follow-up on all customer requests and questions. 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 Master Data is in line with current customer’s information.
• Creating and following up on Salesforce cases related to returns, credits, debits, logistics complaints and changes in Masterdata.
• Processing Equipment Forms in Salesforce related to machine movements.
• Responsible for the distribution of invoices (also uploading invoices on customer portals)
• Assisting Sales and Sales Assistants for TBCT processes
• Manage all customer situations in a professional and courteous manner with an emphasis on customer satisfaction and retention

BACK-UP AND TEAM ROLES

• Is a member of a back-up team that ensures permanent service to a region/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.
• Responsible for at least one cross-team control list or improvement task.

CROSS-FUNCTIONAL ROLES

• Supports cross-functional improvement initiatives and requests.
• Supports OTC Audit Requirements such as taking action on control lists and supplying supporting documentation for customer’s base within their responsibility.

QUALITY AND COMPLIANCE

• Timely completion of all mandatory MySource 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.
• Provide Manager with monthly report
• 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).

MINIMUM QUALIFICATION REQUIREMENTS

EDUCATION

Graduate degree (preferably in administration) or equal by experience

EXPERIENCE

2 years in a customer facing role in an international environment

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, proactive 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 + 2 EMEA languages (depending of the market/region assigned)
• Willingness to work some bank holidays
• Willing and able improve his/her technical product knowledge
• Experience in an International, B2B environment.

Preferred Requirements:

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

ADDITIONAL INFORMATION

• Temporary position until July 2027
• Based in Zaventem office

• Reporting to:  Customer Relations Supervisor – EMEA