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Asistente de Atención al Cliente

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Date: Nov 16, 2020

Location: Montevideo, UY

Company: Terumo BCT, Inc.

Requisition ID:  27043  

 

At Terumo Blood and Cell Technologies, our 7,000+ global associates are proud to come to work each day, knowing that what we do impacts the lives of patients around the world.

 

We make medical devices and related products that are used to collect, separate, manufacture and process various components of blood and cells. With our innovative technologies and service offerings, we touch a patient’s life every second of every day and are committed to continuing to increase the number of patients we serve.

 

With some of the best and brightest minds in the industry, an unmatched global footprint, comprehensive benefits and a distinct culture, Terumo Blood and Cell Technologies is a great place to work, grow and be part of a team that is focused on making a difference. Consider joining our team and unlock your potential.

 

JOB SUMMARY

Provide customer service to ensure customer satisfaction according to Terumo BCT policies and processes.  This position report directly to Latam Customer Service Supervisor.

 

Customer Service including Order-to-Cash (OTC) sales order entry and fulfillment processes, invoicing, returns, and customer complaint handling, document support, Improvement process in relation to the operations in Chile or countries that may be assigned.

 

ESSENTIAL DUTIES

  • Customer service to external customers and to Technical Service (internal and outsourcing services)
  • Daily reception and process of customer orders to achieve On Time deliveries.
  • Daily reception and process of  Tec. Serive orders. (Capital device, free of charge)
  • RAR Support, Sales Orders Vinculation with Contract: Placement, Service, sales
  • Daily review and follow up of Open Orders due to credit block, pricing block, back orders.
  • Invoice, credits and returns  issue both in  SAP and EDI fiscal system.
  • Coordination and review documents with Fiscal area, invoice conciliation, etc
  • Customization process  according to tenders, contracts or customer needs.
  • Cordination with 3PL for distribution and delivery to end customers.
  • Delivery follow up to ensure customer satisfaction.
  • Support Capital Device transactions in SAP, coordination with Finance, and delivery to the end customer.
  • SalesForce case creation for credits or customers concerns, document support and closure of the case with the corresponding approval.
  • Ensures transaction completion and documents support for auditory of movement of goods and traceability, and according to Inventory Management Policy, Customer Orders document, instructions, invoice, free of charges approvals, etc
  • Ensure fisical documents signed by customer (Invoice, dispatch guides, Credit notes, Returns) for collection proposes.
  • Maintains quality and frequent communication with LATAM Customer Service Supervisor.
  • Develops and maintains successful relationship with external and internal customers
  • Regional CS back up of Uruguay & Brazil (Spare Parts and device movements)
  • FTZ UY EDI invoice support

 

OTHER DUTIES AND RESPONSIBILITIES

  • Support open order analysis and inventory plan,  fluent and proactive communication with FTZ Logistics planner and with commercial team to avoid back orders, customer issues or inventory challenges.
  • Follow up of order credit unblocks with Finance and Commercial.
  • Follow up with Commercial area about :  Price changes and orders blocks  due to price changes and customers set up.
  • Review monthly CS & Logistics costs to coordinate the approval with the manager
  • Support KPI information for consolidation in a regional KPI

 

MINIMUM QUALIFICATION REQUIREMENTS

 

Education

  • Business university degree in administration, accounting, foreign trade, etc.
  • Intermediate English.

 

Experience

  • 2 years in Customer Service for Medical Companies
  • Knowledge in invoicing and tax process
  • Knowledge in the  inventory management, carriers and 3PL interaction.
  • SAP system expertise   
  • Excellent Office management. In particular Excel usage.

 

Skills

  • Efective interpersonal Comunication.
  • Service vocation, Proactive, motivated, analitic and precise.
  • Flexible, ability to organize and prioritize the work.
  • Knowledge and use of relevant PC software applications and skills to use them effectively

 

  • Terumo Blood and Cell Technologies is part of Terumo Group, founded in 1921 and headquartered in Tokyo, Japan.
  • In 2019, Terumo Blood and Cell Technologies reached $1 billion in revenue.
  • We employ nearly 7,000 associates globally, with global headquarters in Lakewood, CO, U.S., and regional headquarters in Brussels, Buenos Aires, Singapore and Tokyo.
  • We manufacture devices, disposable sets and solutions at our facilities in Belgium, India, Japan, Northern Ireland, the U.S. and Vietnam. Our global presence enables us to serve customers in more than 130 countries.
  • Our core values help set our direction, guide our actions and keep us true to our corporate mission of contributing to society through healthcare.
    • Respect – Appreciative of others
    • Integrity – Guided by our mission
    • Care – Empathetic to patients
    • Quality – Committed to excellence
    • Creativity – Striving for innovation

 

Terumo Blood and Cell Technologies is an Equal Opportunities Employer and welcomes applications from all sections of the community regardless of their gender, marital or family status, religious belief or political opinion, disability, race or ethnic origin, nationality, sexual orientation or age.


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