Customer Care Representative II

Job Summary

Terumo Medical Corporation (TMC) seeks a Customer Care Representative II (CCRII) to provide exceptional customer service and drive process improvements to exceed customer expectations.

Job Details/Responsibilities

• Partner with field and inside sales teams to guide, instruct, and train on managing customer issues to resolution.
• 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 EDI, evaluate and identify opportunities to drive process improvements, and address customer service inquiries.
• Verify customer pricing and special process instructions for handling, process RMA promptly, and research and review warehouse shipping discrepancies with customers/sales.
• Work with the Accounts Receivable Team for timely resolution of order discrepancies, release standing orders in accordance with pre-determined shipping dates, and gain product knowledge by utilizing the Knowledge Tree application.
• Perform other job-related duties as assigned.

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.
• Proficient in Microsoft Excel, Word, PowerPoint, and Outlook.

Qualifications/Background

• 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.
• Bachelor's Degree preferred.