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Customer Service Representative II

2 months ago

Reynoldsburg, Ohio, United States Terumo Medical Corporation Full time

Job Summary

As a Customer Care Representative II at Terumo Medical Corporation, you will be responsible for delivering exceptional customer experiences daily. This role involves managing customer requests, orders, and inquiries with a focus on customer satisfaction. You will work in a fast-paced team environment to support our businesses and drive process improvements to exceed customer expectations.

Key Responsibilities

  • Partner with field and inside sales teams to meet and exceed service expectations by guiding, instructing, and training on customer issue management.
  • Participate in project team meetings to provide ideas, methods, or changes to processes to improve customer satisfaction and overall efficiencies.
  • Manage sales orders received by phone, fax, email, and electronic data interchange (EDI).
  • Evaluate and identify opportunities to drive process improvements that positively impact the customer's experience.
  • Recognize customer complaints and forward them to the appropriate personnel based on TMC's Quality Policies and Procedures.
  • Address and resolve customer service inquiries by identifying the issue, determining the root cause, selecting and explaining the best solution, expediting correction or adjustment, and following up to ensure resolution.
  • Complete field-based inventory order processing.
  • Verify customer pricing and special process instructions for handling.
  • Process Return Goods Authorizations (RGA) promptly to ensure customer satisfaction.
  • Research and review warehouse shipping discrepancies with customers/sales and advise steps to resolve the problem.
  • Work with the Accounts Receivable Team for timely resolution of order discrepancies.
  • Release standing orders in accordance with pre-determined shipping dates.
  • Gain product knowledge by utilizing the Knowledge Tree application.
  • Perform other job-related duties as assigned.

Requirements

  • 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.
  • Attention to detail.
  • Proficiency in Microsoft Excel, Word, PowerPoint, and Outlook.

Qualifications

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