Customer Care Representative II

Customer Care Representative II

Location:

Somerset, NJ, US (08873). Req . Date:
Nov 17, 2025.

The Customer Care Representative II (CCR II) strives to provide the best customer experience daily. Responsible for order entry and managing all customer requests about product orders, returns, or general inquiries with a focus on customer satisfaction. CCR II works in a fast‑paced team environment to support Terumo’s businesses, and always aims to drive process improvement to exceed customer expectations. The Customer Service Team has a proven track record for upward movement for high‑performing individuals.

• Partner with the field and inside sales teams to meet and exceed all service expectations by guiding, instructing, and training how to manage 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, e‑mail, and electronic data interchange (EDI).
• Evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
• Recognize a customer complaint and forward it to the appropriate personnel based on TMC’s Quality Policies and Procedures.
• Address and resolve customer service inquiries by identifying the issue, determining the root cause; selecting and explaining the best solution; expediting correction or adjustment; and following up to ensure resolution.
• Complete the field-based inventory order processing.
• Verify customer pricing and special process instructions for handling.
• Process Return Goods Authorization (RMA) promptly to ensure customer satisfaction.
• Research and review warehouse shipping discrepancies with customers/sales and advise steps that will be taken to resolve the problem.
• Work with the Accounts Receivable Team for timely resolution of order discrepancies.
• Release standing orders in accordance with pre‑determined shipping dates.
• Gain product knowledge by utilizing the Knowledge Tree application.
• Perform other job‑related duties as assigned.

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

• Bachelor’s Degree required with a minimum of one year of experience in a customer‑facing or service environment role; or equivalent combination of experience, education, and training. Bachelor’s Degree preferred.

It is Terumo’s policy to provide equal employment opportunity to all its employees and applicants for employment regardless of their race, creed, color, national origin, age, ancestry, nationality, marital or domestic partnership or civil union status, sex, pregnancy, gender identity or expression, disability status, liability for military service, protected veteran status, sexual orientation, atypical cellular or blood trait, genetic information (including the refusal to submit to genetic testing), or any other category protected by law.

As a company, we value diversity of background and opinion, and prohibit discrimination or harassment on the basis of any legally protected class in the areas of hiring, recruitment, promotion, transfer, demotion, training, compensation, pay, fringe benefits, layoff, termination or any other terms and conditions of employment.

Final compensation packages may be higher or lower than listed, and will ultimately depend on factors including relevant experience, internal equity, skillset, knowledge, geography, education, business needs and market demand. We provide competitive and comprehensive benefit options which include an annual bonus, paid vacation, paid holidays, health, dental and vision benefits, 401(k) with matching contributions, tax‑advantaged savings accounts, legal plan, voluntary life and AD&D insurance, voluntary long‑term disability, short‑term disability, critical illness and accident insurance, parental leave, personal leave, tuition reimbursement, travel assistance, and an employee assistance program.