Customer Relations Specialist.

Terumo Cardiovascular Group; Ann Arbor (MI); Hybrid; USD 47,000 - 52,000; Full time

Job summary

Terumo Cardiovascular Group in Michigan is seeking a customer service/order administrator to manage orders, quotes, stock checks and expediting for life-saving devices. The role combines data entry, ERP maintenance and liaison between customers and the factory, with a remote work component up to 90% of the time.

You will track orders, resolve inquiries, coordinate with Sales, and maintain accurate records and reports to support timely deliveries and exceptional service.

Qualifications

• Requires a high school diploma or equivalent and a minimum of two years of customer service experience.
• Basic computer skills, e.g. Microsoft Office.

Responsibilities

• Receive and process customer orders. Orders include direct sale, billing adjustments, credit card, service parts, complaint replacements, service loaners.
• Verify pricing, billing/shipping information and special instructions.
• First line of contact for customer inquiries via phone, email, fax, or GHX; research and advise on resolution steps.
• Work with Sales to provide and enhance customer experience.
• Track customer orders with carriers and resolve shipment delays.
• Manage damaged and lost product issues.
• Handle Return Goods Process for customers.
• Coordinate cross-functional communication to handle requests.
• Manage loaner and trial stock; schedule pickups or shipments.
• Communicate with Field Service about service requests and ETA for repairs; provide quotes.
• Address address book maintenance; update ERP system records.
• Maintain internal data/records; run department reports.

Skills

Customer service

MS Office

Education

High school diploma

Job description

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At Terumo Cardiovascular, we develop, manufacture and distribute medical devices for cardiac and vascular surgery with an emphasis on cardiopulmonary bypass, intra-operative monitoring and vascular grafting. This includes a full-line of perfusion products, endoscopic vessel harvesting products and surgical stabilization products. Our mission is to work as a team to save one more life, today and every day. We do this by providing lifesaving technology to cardiac surgery teams around the world.

At Terumo we’re working to build a healthier, happier society for our associates and the world. Our story begins over 100 years ago in Japan. Since then, we’ve been united by our mission to contribute to society through healthcare. As an associate at Terumo, your work helps to shape our evolution for the future. Working as one team, learning, innovating and challenging ourselves to write the future of healthcare. And no matter the location, no matter the team, we look out for one another, respect and support each other, strengthening trust with patients and healthcare providers everywhere.

Job Summary

This position is responsible for receiving and processing orders from customers and representatives, quoting prices and delivery dates, checking stock, and expediting information. This also involves entering and maintaining database records of customer profiles, preparing and maintaining status reports, and acting as a liaison between customer and factory in expediting orders. This position is eligible to work remotely 90% of the time.

1. In all actions, demonstrates a primary commitment to patient safety and product quality by maintaining compliance to the Quality Policy and all other documented quality processes and procedures.
2. First line of contact for customer inquiries via phone, email, fax, or Global Healthcare Exchange (GHX) regarding orders, returns third party complaints, and other inquires. Research and review finding with customer(s) and advise steps that will be taken to resolve issues.
3. Receives and processes customer orders. Orders include direct sale, billing adjustments, credit card, service parts, complaint replacements, service loaners. Verify pricing, billing/shipping information and special instructions.
4. Works closely with Sales department and customer(s) to provide and enhance customer experience.
5. Track customer orders with carriers and resolve shipment delays to ensure critical life saving devices are delivered when expected.
6. Manage damaged and lost product issues.
7. Handle Return Goods Process for customers.
8. Facilitates cross-functional department communication to successfully handle customer requests.
9. Manage loaner and trial stock. Proactively retrieve inventory and schedule pickups or shipments.
10. Communicate with Field Service Associate regarding requests for service or follow up on ETA for repairs. Provide quotes for repair charges. Initiate service requests for customer preventative maintenance.
11. Address Book Maintenance: Gather information to update ERP system address book. Includes communication and coordination with every department.
12. Maintain internal data/record keeping to ensure all requirements are met.
13. Run reports that are required for department needs.
14. Perform other duties as assigned.

Qualifications/ Background Experiences

Requires a high school diploma or equivalent and a minimum of two years of customer service experience. Basic computer software skills, i.e. Microsoft office.

The annualized base salary range for this role is $22.63 to $25.09. Final compensation packages will ultimately depend on factors including relevant experience, internal equity, skillset, knowledge, geography, education, business needs and market demand.

Terumo Cardiovascular is an equal opportunity employer. We promote recognition and respect for individual and cultural differences, and we work to make our employees feel valued and appreciated, whatever their race, gender, sex, sexual orientation, gender identity and/or expression, and genetic information.

EOE Minorities/Women/Disabled/Veterans

Nearest Major Market: Ann Arbor
Nearest Secondary Market: Detroit