Customer Care Representative, Bilingual

at  Terumo Medical Corporation

Terumo Medical Corporation (TMC) develops, manufactures, and markets a complete, solutions-based portfolio of high-quality medical devices used in a broad range of applications for numerous areas of the healthcare industry. TMC places a premium on providing customers with world-class products, training and education programs that drive clear economic value, better clinical outcomes and improved quality of life for patients. TMC is part of Tokyo-based Terumo Corporation; one of the world’s leading medical device manufacturers with $6+ billion in sales, 30,000+ employees worldwide and operations in more than 160 nations. Terumo Medical Corporation is comprised of two strategic business divisions: Terumo Interventional Systems and Terumo Medical Products.
We believe that the future is bright for everyone at Terumo. We work with the future in mind to generate lasting change, create a bigger impact and produce greater outcomes for today, and for decades to come.
At Terumo we believe in the power of personal growth and will encourage you to get in the driver’s seat - progressing in the direction you want to go by deepening your skills throughout your career. We want you to be bold, think outside the box, experiment, innovate and deliver what’s next for quality healthcare. You will be part of a collaborative, respectful and resilient team of associates and leaders around the world, working together as partners to achieve more than you thought possible, providing real-world, impactful solutions for patients.

JOB SUMMARY

The Customer Care Representative, Bilingual (CCR) serves as the first point of contact and strives to provide the absolute best customer experience in support of multiple business units within Terumo Medical Canada, Inc. (TMCI). The CCR is responsible for the order management of all customer requests pertaining to product orders, and/or general inquiries with a focus on customer satisfaction while working in a fast-paced team environment. The CCR provides resolution to inquiries and is responsible for investigating issues related to order status, shipment of products, returns, credits, and debits. The CCR helps drive process improvement, ensuring their adherence to company policies and procedures to always exceed customer’s expectations.

KNOWLEDGE, SKILLS AND ABILITIES (KSA)

• Exceptional customer service and listening skills.
• Excellent interpersonal, written and verbal communication skills.
• Good organizational skills and the ability to work effectively as part of a team in a busy customer driven environment.
• Strong analytical abilities and capability to research, extract, summarize, and communicate complex or diverse information preferred.
• Strong ability to multi-task.
• Attention to detail; data entry accuracy.
• Knowledge of company products and customer service activity.
• Proficiency in Microsoft Excel, Word, PowerPoint and Outlook.

QUALIFICATIONS/ BACKGROUND EXPERIENCES

• Post secondary education degree required and minimum of 1 year experience in a customer facing or order management role; or equivalent combination of education, relevant experience & training.
• Experience working in the medical device industry highly desired.
• SAP experience strongly preferred.
  It is Terumo’s policy to provide equal employment opportunity to all its employees and applicants for employment regardless of their race, creed, color, national origin, age, ancestry, nationality, marital or domestic partnership or civil union status, sex, pregnancy, gender identity or expression, disability status, liability for military service, protected veteran status, sexual orientation, atypical cellular or blood trait, genetic information (including the refusal to submit to genetic testing), or any other category protected by law. As a Company, we value diversity of background and opinion, and prohibit discrimination or harassment on the basis of any legally protected class in the areas of hiring, recruitment, promotion, transfer, demotion, training, compensation, pay, fringe benefits, layoff, termination or any other terms and conditions of employment

• Provides first point of contact for all customer inquiries and expedites customer orders as required.
• Manages and processes the order entry of all sales orders received by email, fax, phone and electronic data interchange (EDI).
• Investigates and resolves problems related to shipment of products, returns, credits, and orders.
• Handles processing and issuing of RMA’s and credits for returns.
• Partners with the field and inside sales teams to meet and exceed all service expectations.
• Participates in project team meetings in order to provide ideas, methods or changes to processes to improve customer satisfaction and overall efficiencies.
• Continuously evaluates and identifies opportunities to drive process improvements that positively impact the customer’s experience.
• Recognizes a customer complaint and forwards to the appropriate personnel based on TMCI’s Quality Policies and Procedures.
• Completes the order processing of field-based inventory (Customer consignment) orders.
• Verifies customer pricing and processes special instructions for handling.
• Researches and reviews warehouse shipping returns with customers/sales and advises steps that will be taken to resolve issues. .
• Work with the Accounts Receivable Team for timely resolution of order discrepancies.
• Perform other job-related duties as assigned.