Job Summary
We invite you to join us as a French Speaking Customer Service Specialist, becoming an important link between our customers, our Sales Teams and the Supply Chain Organization. Based in our Dubai office, you will play a vital role in delivering an excellent customer experience to our client base in the Middle East and North Africa.
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
1. Own the full order process: receipt, control, entry, delivery, invoicing, and customer data
2. Good knowledge of EDI for electronic order handling
3. Proactively solve issues and inform stakeholders on status and risks
4. Use tools and relevant data to optimize export transactions
5. Ensure timely invoicing and compliance with J-SOX and sales targets
Support to Business:
6. Keep organization updated on country/distributor changes
7. Collaborate with stakeholders to ensure compliant export transactions
8. Identify and mitigate shipment risks
9. Propose process improvements for efficiency
10. Review tenders and advise on shipment and delivery terms
Customer contact
11. Build strong relationships with customers and sales teams
12. Collaborate with sales to identify opportunities
13. Maintain regular customer communication and document actions
Complaints and returns management
14. Register and manage complaints until closure
15. Handle returns and recalls
16. Proactively log issues and drive improvements
17. Resolve unannounced returns
Administration
18. Ensure proper archiving of orders
19. Review documents and delivery terms on time
20. Prepare shipment documents and bookings
21. Maintain accurate contracts and price lists
Stock Management
22. Provide alternatives in case of stock shortages
Profile Description
23. Experience in a similar role where you were responsible for the entire process - from order to shipment and invoicing - is mandatory.
24. You are customer service minded with the right administrative acumen
25. The ideal customer service specialist communicates effectively, listens attentively to customers’ needs and provides timely and helpful information to customers and other departments across the company.
26. You are careful and mindful that everything we do at Terumo ultimately connects to patients.
27. You possess a broad knowledge MS office and knowledge of SAP-functionalities
28. You are fluent in French and English, both writing and speaking.
Offer
29. Working for a Terumo Customer Service team means contributing to society through healthcare.
30. We offer an opportunity to work in a top performing and passionate team. An organization where everyone is treated with respect. We strive to create a diverse, equal and inclusive work environment. We invest in our associates by offering a broad array of development opportunities.
31. Linked with our core value Care, Terumo allows a hybrid way of working, combining office with home-based work. For training reasons however, the first weeks a fulltime presence in the office is required.