Customer Support Sr Specialist

2 weeks ago

Lakewood, United States Terumo BCT, Inc. Full time
Requisition ID: 33157

At Terumo Blood and Cell Technologies, our 7,000+ global associates proud to come to work each day, knowing that what we do impacts the lives of patients around the world. For Terumo, for Everyone, Everywhere.

We make medical devices and related products that are used to collect, separate, manufacture and process various components of blood and cells. With our innovative technologies and service offerings, we touch a patient's life every second of every day and are committed to continuing to increase the number of patients we serve. Advancing healthcare with heart.

With some of the best and brightest minds in the industry, an unmatched global footprint, comprehensive benefits and a distinct culture, Terumo Blood and Cell Technologies is a great place to work, grow and be part of a team that is focused on making a difference. Join us and help shape wherever we go next. You create your future and ours.

JOB TITLE: Senior Customer Specialist

JOB SUMMARY

You are a lead resource on the team to manage orders, address account or customer questions, billing, cancelations, complaints and other queries.

ESSENTIAL DUTIES
  • Include all duties of Customer Specialist Level 1
  • Subject matter expert in navigating ERP and CRM systems utilized within the customer service team with speed and accuracy
  • Consistently demonstrate superior customer service by combining system knowledge, product and problem-solving skills to meet and exceed customer expectations
  • Proposes process and system improvements to department leadership on a regular basis as part of continuous improvement
  • Lead as subject matter expert in all order processing areas in customer service and can backfill any area if needed. This includes but not limited to processing international orders, standing orders, equipment orders, standard orders, consignment orders, etc.
  • Able to participate on special projects as needed under supervision of department leadership for system and process improvements
  • Responsible for coaching others when needed
  • Demonstrate professionalism and provide high quality service when interacting with team members, customers, and other stakeholders
  • Will report to the Customer Service Supervisor

MINIMUM QUALIFICATION REQUIREMENTS

Education

High school diploma or GED. Associates degree preferred.

Experience

Requires a minimum of 3 years of experience in a related field

SAP experience desired

Salesforce experience desired

Skills
  • Exceptional interactive telephone skills.
  • Exhibits a comprehensive knowledge of products and department/business policies/procedures to make independent decisions on how to best serve customers in a timely manner and to positively resolve any service, quality, billing or delivery issues.
  • Subject matter expert in utilizing various internal computer software systems such as but not limited to SAP, Salesforce in support of Terumo BCT customer service functions
  • Knowledge and use of relevant PC software applications and skills to use them effectively.
  • Demonstrated ability to communicate effectively both verbally and in writing.
  • Bilingual in English and French preferred
  • Bilingual in English and Spanish preferred.

-Or-

An equivalent competency level acquired through a variation of these qualifications may be considered.

PHYSICAL REQUIREMENTS

Typical Office Environment requirements include: reading, speaking, hearing, close vision, walking, bending, sitting, and occasional lifting up to 20 pounds.

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties

Target Pay Range: $25.00 to $31.00 - Hourly pay rate to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data
Target Bonus on Base: 7.0%

At Terumo Blood and Cell Technologies, we provide competitive total reward offerings that consist of compensation, benefits, recognition, along with a wealth of other well-being, work-life and recognition programs which support in unlocking the potential for you and your family. Included in our expansive list of benefits offerings are multiple group medical, dental and vision plans, a robust wellness program, life insurance and disability coverages, also a variety of voluntary programs such as group accident, hospital indemnity, critical illness, pet insurance and much more. To help you save for retirement, we offer a 401(k) plan with a matching contribution and for work-life balance we have vacation and sick time programs for associates. For us, it's about protecting the personal welfare of our associates and their families, helping to achieve personal goals and offering those extra touches for convenience, security and overall peace of mind.

  • Terumo Blood and Cell Technologies is part of Terumo Group, founded in 1921 and headquartered in Tokyo, Japan.
  • In 2019, Terumo Blood and Cell Technologies reached $1 billion in revenue.
  • We employ nearly 7,000 associates globally, with global headquarters in Lakewood, CO, U.S., and regional headquarters in Brussels, Buenos Aires, Singapore and Tokyo.
  • We manufacture devices, disposable sets and solutions at our facilities in Belgium, India, Japan, Northern Ireland, the U.S. and Vietnam. Our global presence enables us to serve customers in more than 130 countries.
  • Our core values help set our direction, guide our actions and keep us true to our corporate mission of contributing to society through healthcare.
    • Respect - Appreciative of others
    • Integrity - Guided by our mission
    • Care - Empathetic to patients
    • Quality - Committed to excellence
    • Creativity - Striving for innovation
  • We contribute to the Leukemia and Lymphoma Society (LLS), raising $1.3 million USD since 2007.

We are proud to be an Equal Opportunity Affirmative Action Employer. All applicants will be afforded equal opportunity without discrimination because of race, color, religion, sex, gender identity or expression, sexual orientation, marital status, order of protection status, national origin or ancestry, citizenship status, age, physical or mental disability unrelated to ability, military status or an unfavorable discharge from military service.

Terumo Blood and Cell Technologies is committed to providing a safe, healthy and secure working environment. Our Colorado campus locations are tobacco-free workplaces, and we maintain a drug-free workplace and perform pre-employment substance abuse testing and detailed background verification.

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