Customer Service Specialist (French Speaking)

Terumo Europe

As part of the Supply Chain team, the main responsibility of Customer Service Specialist Export, is to create an excellent relationship with Terumo customers / distributors by ensuring an efficient order processing flow from order fulfilment and invoice generation to after sales services for the dedicated region, support to business by providing proactive visibility on order management, shipments execution status and fulfilment of export transactions in conformance to both international import/ export regulations and Terumo internal processes

Job Responsibilities

Your responsibilities include

The ownership of the order to cash process flow

• Own the full order process: receipt, control, entry, delivery, invoicing, and customer data
• Good knowledge of EDI for electronic order handling
• Proactively solve issues and inform stakeholders on status and risks
• Use tools and relevant data to optimize export transactions
• Ensure timely invoicing and compliance with J-SOX and sales targets

Support to Business:

• Keep organization updated on country/distributor changes
• Collaborate with stakeholders to ensure compliant export transactions
• Identify and mitigate shipment risks
• Propose process improvements for efficiency
• Review tenders and advise on shipment and delivery terms

Customer contact

• Build strong relationships with customers and sales teams
• Collaborate with sales to identify opportunities
• Maintain regular customer communication and document actions

Complaints and returns management

• Register and manage complaints until closure
• Handle returns and recalls
• Proactively log issues and drive improvements
• Resolve unannounced returns

Administration

• Ensure proper archiving of orders
• Review documents and delivery terms on time
• Prepare shipment documents and bookings
• Maintain accurate contracts and price lists

Stock Management

• Provide alternatives in case of stock shortages