Customer Care Advisor

Customer Care Advisor

Ref: 136| Posted: 21st Aug 2023

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Terumo Aortic are looking for an experienced Customer Care Advisor to join their global Customer Care team a fixed term basis for 12 months. The successful candidate will be responsible for the timely processing of customer orders and building and maintaining excellent relationships with our client base.

Key Duties

  • Processing of all customer orders received on a daily basis
  • Manage customer inquiries related to orders placed
  • Provide up to date schedule information to customers and measure performance against On time to Promise (OITP)
  • Ensure the correct inventory allocation is in place against outstanding customer orders
  • Manage customer complaints
  • Pro-actively engage with Planning, Sales, and Manufacturing to ensure accurate information is provided to the customer at all times
  • Pro-active engagement with despatch to ensure order picks information and instructions are provided in timely and structured manner
  • Ensure work instructions are maintained and up to date
  • Ensure lean concepts are deployed and maintained as part of the overall ongoing continuous improvement agenda for Global Customer Care
  • Provide weekly / monthly metrics and reports as required and directed by the Manager of Global Customer Care Adhoc project work as and when required
  • Provide despatch team with necessary Export Customs / Quality Documentation to allow shipment of product into specific Market
  • Provide reception / switchboard cover as and when required

Qualifications & Experience

  • Strong experience in a Customer Services environment or equivalent
  • Excellent communication and organisational skills
  • Computer literate in MS Office products
  • Knowledge of export documentation, procedure and current legislation
  • Experience with SAP preferable