Customer Service Specialist
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At Terumo, we advance lifesaving medical technologies to benefit society. Are you eager to make a difference with us? Here, you’ll grow your expertise while staying true to your personal aspirations.
Guided by our Japanese heritage, we act with respect, take ownership, and pursue continuous improvement. If you see yourself in our values, keep reading; this might be the opportunity you're looking for.
Department Info
The Customer Service team in Poland is part of the EMEA Supply Chain organization, which brings together key functions such as inventory planning, warehousing, transport and customer service to ensure reliable, end-to-end support for our customers and business.
In Poland, our Customer Service team consists of four colleagues and works closely with Sales, Supply Chain Planning, the Tender Office and other internal stakeholders.
Job Summary
As a Customer Service Specialist, you will join our experienced and collaborative Customer Service team in Poland. The team manages a broad and dynamic scope, supporting customers throughout the order-to-cash process and working closely with Sales, the Tender Office and other internal stakeholders.
Our business brings some interesting complexity. A significant part of our orders is linked to consignment stock and tender or contractual agreements, which means Customer Service goes beyond order entry and answering customer questions. You will manage your own region and customer portfolio, while working as part of a team that shares responsibility for delivering excellent service.
Job Responsibilities
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Take ownership of the complete order-to-cash process, from order receipt and entry through delivery and invoicing.
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Manage your assigned region and customer portfolio while supporting colleagues and shared team priorities when needed.
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Manage order-related topics proactively, including pricing discrepancies, stock availability, delivery delays and other potential issues.
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Work in SAP to process orders, investigate issues, trace transaction history and find practical solutions.
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Support consignment stock processes and work closely with the Tender Office on orders linked to tenders and contractual agreements.
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Work with EDI processes and help ensure accurate electronic order and invoicing flows.
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Build strong customer relationships and handle challenging questions, complaints or expectations calmly and professionally.
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Partner closely with Sales, the Tender Office and other internal stakeholders to find solutions that balance customer needs with our procedures and requirements.
- Support customer complaints, returns and related administrative processes from start to finish.
- Maintain accurate and complete records and documentation, ensuring clear and consistent follow-up on customer and order-related activities.
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Identify opportunities to improve processes, efficiency and service levels and contribute actively to improvement initiatives.
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Work in line with relevant quality, compliance and internal control requirements, including J-SOX-related processes.
Profile Description
- Solid Customer Service experience, ideally around 5 to 10 years, with a good understanding of customer-facing and operational processes.
- Hands-on SAP experience within order management or order-to-cash processes.
- Strong analytical and problem-solving skills. You enjoy digging into a system, following the history of an issue and working out what happened and how to solve it.
- Well organized and able to prioritize effectively when several things need attention at once, while documenting and following up accurately.
- A team player who takes ownership of their own customers but understands that excellent service is ultimately a team achievement.
- Customer-focused, resilient and solution-oriented.
- Flexible and pragmatic in your thinking, with the creativity to find workable solutions while respecting procedures and compliance requirements.
- Experience with consignment stock, tenders, medical devices, pharmaceuticals or another regulated environment is an advantage, but not essential.
- Native-level fluency in Polish and a good working knowledge of English.
Offer
At Terumo, you will manage a varied customer portfolio and a broad range of order-to-cash activities. With consignment stock and different customer requirements forming part of the day-to-day work, there is plenty of variety and opportunity to solve problems.
You will join a collaborative team where everyone manages their own responsibilities while supporting each other when priorities require it. You will also have the opportunity to share ideas and contribute to improvements in the way the team works.
We offer a hybrid way of working, with two days per week in the office and three days from home.
Most importantly, your work contributes to something bigger: advancing healthcare with heart. By helping ensure our products and services reach customers reliably, you are supporting healthcare professionals and ultimately the patients who depend on them.
Contact Person
Marjolein Buyl - Talent Acquisition Business Partner
Working at Terumo means advancing healthcare with heart. Here, you are empowered to grow your own way, inspired to create to innovate, and supported as we get there together. Join us in shaping a healthier future for our patients, society, and each other.