Share this Job

Customer Care Representative I

Date:  Mar 18, 2023
Req ID:  888

Phoenix, AZ, US

Company:  Terumo Medical Corporation
Department:  Customer Administration

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 $5+ billion in sales, 20,000+ 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.

Job Summary

Customer Care Representative I (CCRI) strives to provide the absolute best customer experience. Responsible for order entry and managing all customer requests pertaining to product orders, returns, or general inquiries with a focus on customer satisfaction.  CCRI works in a fast-paced team environment to support Terumo’s Interventional Systems, Medical Products, and Global Pharmaceutical Solutions businesses.  Working in a high-volume call center, CCRI must be willing to collaborate with other call center professionals to help improve the customer experience.   The Customer Service Team has a proven track record for upward movement for high-performing individuals.

Job Details/Responsibilities

  1. Manage sales orders received by phone, fax, email and electronic data interchange (EDI).
  2. Take customer calls and provide accurate, satisfactory answers to their queries and concerns
  3. Partner with the field, inside sales teams, and warehouse to meet and exceed all service expectations.
  4. Manage sales orders received by phone, fax, email and electronic data interchange (EDI
  5. Recognize a customer complaint and forwards to the appropriate personnel based on TMC’s Quality Policies and Procedures.
  6. Address and resolve customer’s service inquiries or issues by identifying the issue; and address or escalate to ensure resolution.
  7. Complete the field based inventory order processing..
  8. Verify customer pricing and process special instructions for handling.
  9. Process Return Merchandise Authorizations (RMA) in a timely manner to ensure customer satisfaction. 
  10. Research and review warehouse shipping discrepancies with customers/sales and advise steps that will be taken to resolve problem..
  11. Work with the Accounts Receivable Team for timely resolution of order discrepancies. 
  12. Release standing orders in accordance with pre-determined shipping dates.
  13. Gain product knowledge by utilizing the Knowledge Tree application.
  14. Perform other job-related duties as assigned.

Job Responsibilities (continued)

Working Conditions/Physical Requirements

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 to research, extract, summarize, and communicate complex or diverse information preferred.
  • Attention to detail. 
  • Must be proficient in Microsoft Excel, Word, PowerPoint, and Outlook

Qualifications/ Background Experiences

 Associates Degree required, with a minimum of 1 year of experience in a customer facing or service environment; or equivalent combination of experience, education and training. Bachelor’s Degree 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.

Nearest Major Market: Phoenix