Job Title:

Customer Care Representative


Terumo Medical Corp


Vaughan, ON

For more than 80 years, the name Terumo® has been synonymous with innovative medical devices. From its start as a manufacturer of clinical thermometers, Terumo has grown worldwide to a position of leadership in such areas as hollow fiber technology, blood management systems, and the creation of new technologies in endovascular therapy.

We have distinguished ourselves as a high quality manufacturer of medical products, operating four factories and 38 sales branches in Japan, as well as 31 other locations. The company generates annual sales of approximately $4 billion and employs 18,000 people worldwide.

We are an Equal Opportunity Employer

Job Summary:                     

Customer Care Representative (CCR) strives to provide the absolute best customer experience on a daily basis.  Responsible for managing all customer requests pertaining to product orders, returns, or general inquiries with a focus on customer satisfaction.  CCR work in a fast-paced team environment to support Terumo’s Interventional Systems, Medical Products, and Global Pharmaceutical Solutions businesses.  Working in a high-volume call center, CCR must be willing to help drive process improvement, in an effort to always exceed customer’s expectations.  The Customer Service Team has a proven track record for upward movement for high performing individuals.
Job Details:

  1. Partner with the field and inside sales teams to meet and exceed all service expectations.
  2. Participate in project team meetings in order to provide ideas, methods or changes to processes to improve customer satisfaction and overall efficiencies.
  3. Manage sales orders received by phone, fax, email and electronic data interchange (EDI).
  4. Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
  5. Recognize a customer complaint and forwards to the appropriate personnel based on TMC’s Quality Policies and Procedures. 
  6. Address and resolve customer’s service inquiries or issues by identifying the issue; determining the root cause; selecting and explaining the best solution; expediting correction or adjustment; and following up to ensure resolution.
  7. Complete the field based inventory order processing.
  8. Verify customer pricing and process special instructions for handling.
  9. Process Return Goods Authorizations (RGA) in a timely manner to ensure customer satisfaction.
  10. Research and review warehouse shipping returns with customers/sales and advise steps that will be taken to resolve problem.
  11. Work with the Accounts Receivable Team for timely resolution of order discrepancies. 
  12. Release standing orders in accordance with pre-determined shipping dates.
  13. Gain product knowledge by utilizing the Knowledge Tree application.
  14. Perform other job-related duties as assigned.
  15. Purchasing of product from vendors (internal and external – Argon and TIS/Vascutek)

Position Requirements:

Knowledge, Skills and Abilities (KSAs)

  • 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; data entry accuracy.  
  • Demonstrate best in class telephone etiquette.
  • Requires knowledge of company products and customer service activity.

 Background Experiences

  • Bachelor’s Degree preferred with a minimum of 1 year of experience in a customer facing or service environment; or equivalent combination of experience, education and training.
  • Must be fluently bilingual in both English and French (written and spoken)
  • Must be proficient in Microsoft Excel, Word, PowerPoint and Outlook.


If you have the skills and experience required for this position, please forward your resume to:


Posted 2018-10-04

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