Customer Service Representative Spain

Job description:

Department Info

The Terumo EMEA Supply Chain Team consists of several departments, including Customer Service, Supply Chain Planning, Network Optimization and the European Distribution Centre (EDC).

The Supply Chain Team ensures full customer satisfaction and the timely delivery of all orders. Consequently, a close collaboration with the Project Management Team, Quality Departments and all Business units is essential.

We drive continuous innovation to improve the quality of service in a transparent, compliant and patient-centric way.

Job Summary

Join us as a Customer Service Representative in our office of Madrid and become the key link between customers, Sales Teams, and our Supply Chain Organization. You'll play a crucial role in delivering an outstanding customer experience for clients in Valencia, the Balearic Islands, and the Canary Islands.

As part of the Supply Chain team, you'll ensure smooth order processing—from fulfillment and invoicing to after-sales support—building strong relationships with Terumo customers in your region.

You'll work within a passionate Customer Service team and report directly to the Customer Service Supervisor.

Job Responsibilities

Order & Claim Management

• Own the order-to-cash process: from order receipt and validation to delivery and invoicing.
• Proactively resolve issues (price discrepancies, stock shortages, carrier delays) and keep stakeholders informed.
• Register and manage customer complaints and returns in ARM until resolution, including recalls and unannounced returns.
• Prepare and manage all required export documents for shipments to the Canary Islands, ensuring compliance and timely delivery.

Consignment Stock Management

• Monitor and maintain consignment stock levels in, mostly, Valencia region.
• Offer alternatives during stock shortages and support Sales with stock-related activities.

Customer & Sales Collaboration

• Build strong relationships with customers and Sales teams.
• Share insights, visit the field for service-related topics, and identify new opportunities.

Administration & Documentation

• Ensure accurate electronic archiving of orders.
• Provide customers with requested documents (order confirmations, delivery notes, certificates).
• Maintain up-to-date contract and service agreement information.

Continuous Improvement

• Participate in local QIM meetings to enhance service quality.
• Contribute to ad hoc projects that drive efficiency and customer satisfaction.

Profile description:

• Bachelor's degree (or equivalent level of thinking) in Business Administration or a related field.
• Proficiency in Microsoft Office tools.
• Knowledge of SAP (considered an asset).
• Strong customer-oriented mindset.
• Proven experience in customer service (mandatory).
• Excellent Spanish language skills and good working knowledge of English, both written and spoken.

We offer:

Customer & Sales Collaboration

• Build strong relationships with customers and Sales teams.
• Share insights, visit the field for service-related topics, and identify new opportunities.

Administration & Documentation

• Ensure accurate electronic archiving of orders.
• Provide customers with requested documents (order confirmations, delivery notes, certificates).
• Maintain up-to-date contract and service agreement information.

Continuous Improvement

• Participate in local QIM meetings to enhance service quality.
• Contribute to ad hoc projects that drive efficiency and customer satisfaction.

Profile Description

• Bachelor's degree (or equivalent level of thinking) in Business Administration or a related field.
• Proficiency in Microsoft Office tools.
• Knowledge of SAP (considered an asset).
• Strong customer-oriented mindset.
• Proven experience in customer service (mandatory).
• Excellent Spanish language skills and good working knowledge of English, both written and spoken.

Offer

• Contribute to society through healthcare by ensuring our products reach patients in need.
• Enjoy an attractive, benchmarked salary and benefits package, including: Meal vouchers, incentive scheme, health insurance, pension plan.
• Work in a top-performing, passionate team where respect, diversity, equality, and inclusion are core values.
• Benefit from broad development opportunities to grow your career.
• Hybrid working model combining office and home-based work (full-time office presence required during initial training weeks)
• A permanent, fulltime position in our office in Madrid.

Elise Jacquemyn

Talent Acquisition Business Partner EMEA