Customer Service Specialist (French Speaking)

About This Role

Job description:

Department Info

The TEMEA Supply Chain department groups Supply Chain planning, EDC Warehousing, Transport as well as EMEA Customer Service & Tender Office building a cross-functional, end-to-end global partnership.

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

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

Profile description:

• Experience in a similar role where you were responsible for the entire process - from order to shipment and invoicing - is mandatory.
• You are customer service minded with the right administrative acumen
• 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.
• You are careful and mindful that everything we do at Terumo ultimately connects to patients.
• You possess a broad knowledge MS office and knowledge of SAP-functionalities
• You are fluent in French and English, both writing and speaking.

We offer:

• Working for a Terumo Customer Service team means contributing to society through healthcare.
• 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.
• 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.

Peter Coolen

Talent Acquisition Partner