Customer Service Specialist

Terumo Europe NV; United States; Hybrid; USD 15,000 - 23,000; Full time

Benefits offered by this job

Hybrid work model

International environment

Job summary

Terumo Europe NV seeks a Customer Service Specialist & SAP Key User to combine order‑to‑cash ownership with strong SAP expertise. You will support customers and colleagues, troubleshoot complex system issues, and help continuously improve processes. You’ll be the go‑to person when excellent service meets systems know‑how.

The role requires native Polish and good English, and offers a hybrid work model within Poland, with collaboration across Sales, Supply Chain Planning and Tender Office.

Qualifications

• Solid Customer Service experience, ideally around 5–10 years, with a strong understanding of customer-facing and operational processes.
• Strong hands-on SAP expertise is essential. Experience as a key user, SME, or go-to person for colleagues is a plus.
• Native-level fluency in Polish is required, combined with a good working knowledge of English.

Responsibilities

• Take ownership of the complete order-to-cash process, from order receipt and entry through delivery and invoicing.
• Act as a SAP key user and first point of contact for colleagues with SAP questions or issues.
• Investigate system and process issues, identify root causes and advise colleagues on practical solutions.
• Manage order-related topics proactively, including pricing discrepancies, stock availability, delivery delays, and other issues.
• Work with EDI processes to support accurate electronic order and invoicing flows.
• Build strong relationships with customers and maintain high customer satisfaction.
• Partner with Sales and internal stakeholders to ensure smooth customer service delivery.
• Share expertise with colleagues and train team members as needed.
• Identify opportunities to optimize processes, increase efficiency, and improve service levels.
• Support customer complaints, returns and related administrative processes from start to finish.
• Contribute to improvement initiatives and projects.
• Work in line with quality, compliance and J-SOX related processes.

Skills

Customer service

SAP

Polish language

English language

Tools

SAP

Job description

Department Info

The Customer Service team in Poland is part of the EMEA Supply Chain organization, which brings together key functions such as inventory planning, warehousing, transport and customer service to ensure reliable, end‑to‑end support for our customers and business.

In Poland, our Customer Service team consists of four colleagues and works closely with Sales, Supply Chain Planning, the Tender Office and other internal stakeholders.

Job Summary

As our Customer Service Specialist & SAP Key User, you will combine hands‑on ownership of the order‑to‑cash process with your strong SAP expertise. You will support customers and colleagues, troubleshoot more complex system and process issues, and help the team continuously improve the way we work. In short, you will be the person people turn to when excellent customer service meets systems know‑how.

Job Responsibilities

• Take ownership of the complete order‑to‑cash process, from order receipt and entry through delivery and invoicing.
• Act as a SAP key user and first point of contact for colleagues when they encounter SAP‑related questions or issues.
• Investigate system and process issues, identify root causes and advise colleagues on practical solutions.
• Manage order‑related topics proactively, including pricing discrepancies, stock availability, delivery delays and other potential issues.
• Work with EDI processes and support accurate electronic order and invoicing flows.
• Build strong relationships with customers and work proactively to maintain high customer satisfaction.
• Partner closely with Sales and internal stakeholders to ensure smooth customer service delivery.
• Share your expertise with colleagues, supporting and training team members when needed.
• Proactively identify opportunities to optimize processes, increase efficiency and improve service levels.
• Support customer complaints, returns and related administrative processes from start to finish.
• Contribute actively to improvement initiatives and projects.
• Work in line with relevant quality, compliance and internal control requirements, including J‑SOX‑related processes.

Profile Description

• Solid Customer Service experience, ideally around 5 to 10 years, with a strong understanding of customer‑facing and operational processes.
• Strong hands‑on SAP expertise is essential. Experience as a key user, subject matter expert or go‑to person for colleagues would be a strong advantage.
• Comfortable looking beyond individual transactions to investigate system issues, identify root causes and find practical solutions.
• Familiarity with order entry, invoicing and EDI‑related processes.
• A customer‑focused and solution‑oriented mindset, combined with the ability to balance customer needs and internal processes.
• Analytical and tech savvy, with a natural curiosity for systems, troubleshooting and continuous process improvement.
• Able to work independently and autonomously, taking ownership and accountability in a hybrid working environment.
• A confident communicator who enjoys sharing knowledge and supporting colleagues, particularly when it comes to SAP and processes.
• Experience within medical devices, pharmaceuticals or another regulated industry is a plus, but not a must. Relevant functional expertise and the ability to quickly learn our products and environment are more important.
• Native‑level fluency in Polish is required, combined with a good working knowledge of English.

Offer

At Terumo, you’ll join an international and collaborative environment where your expertise is valued and where you have the autonomy to make a real impact. This role gives you the opportunity to become a trusted SAP expert within the Customer Service team, while continuing to grow through collaboration, problem‑solving and process improvement. With our hybrid way of working, you’ll have the flexibility to combine working from home and the office. Most importantly, you’ll be contributing to something bigger: advancing healthcare with heart, by helping us deliver the reliable and high‑quality service our customers and ultimately patients depend on.

Contact Person

Marjolein Buyl - Talent Acquisition Business Partner

Working at Terumo means advancing healthcare with heart. Here, you are empowered to grow your own way, inspired to create to innovate, and supported as we get there together. Join us in shaping a healthier future for our patients, society, and each other.