Customer Support Sr Specialist

Terumo Blood and Cell Technologies; Lakewood (CO); On-site; USD 36,000 - 45,000; Full time

Benefits offered by this job

401(k) with matching

Vacation and sick time

Medical, dental, vision plans

Wellness program

Job summary

Terumo Blood and Cell Technologies seeks an experienced Sr Customer Relations Specialist to lead the support team, monitor call routing, and ensure timely, accurate customer order processing. Collaboration with Global Customer Support and Quality is required to resolve product and process issues.

The role emphasizes coaching, training, and strategic scheduling to meet business needs while maintaining high service levels and customer satisfaction in a fast-paced environment.

Qualifications

• Associate degree or equivalent experience required.
• Minimum 3 years in a call center environment.
• SAP order to cash experience desired.
• Strong communication and problem-solving skills.
• Ability to coordinate with multiple departments.

Responsibilities

• Manage order flow and accuracy of customer orders.
• Monitor phone and PO box coverage for adequacy.
• Handle customer complaints and requests efficiently.
• Develop and execute call center staff training programs.
• Produce and analyze call center reports and statistics.
• Coordinate with Global Customer Support and Quality teams.

Skills

Customer care

Verbal & written communication

Call center operations

SAP order to cash

LMS knowledge

Team leadership

Problem solving

Education

Associate’s Degree or equivalent

Tools

LMS

Heat

ASTEA

Knowledge management systems

Avaya CMS

SAP O2C

Job description

Requisition ID: 35449

At Terumo Blood and Cell Technologies, our 8,000+ 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. 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.

Sr Customer Relations Specialist

Job Summary

Working under minimal supervision, provides leadership for support team by monitoring, coaching, training and motivating staff. Individual is responsible to ensure proper programming, call routing and scheduling in place to meet call center business requirements along with analyzing and reporting stats.

Essential Duties

• Manages order flow, terms, and accuracy of customer orders.
• Monitoring phone and PO box actively to assure that there is always adequate coverage.
• Performs customer service tasks necessary within the department such as handling customer/employee complaints, problems, and requests.
• Responsible for daily programming and accuracy of the call schedule of all support center associates.
• Produces and analyzes call center reports and statistics.
• Develops, coordinates and executes support center associate training programs.
• Interfaces extensively with internal and external customers via the telephone to assist and document requests for product orders, directory assistance, issue resolution, requests for technical/clinical assistance and all product and literature questions.
• Researches, negotiates and resolves customers’ disputes and problems.
• Monitoring, organizing, and coaching team on a day-to-day basis.
• Works directly with customers and collaborates with Global Customer Support, BCT Quality groups, and other departments to document, resolve, and communicate product and process quality issues.
• Interprets, executes, and recommends modifications to system processes within areas(s) of functional expertise.
• Identifies process improvements and assists in planning and implementation of new procedures and programs.
• Maintains flexibility of schedule in order to coordinate with team members to ensure phone coverage during support center business hours.
• Ensures accurate and timely response to customer requests. Maintains related reports that are accurate and concise.
• Schedules/conveys commitments and shipping instructions to the warehouse.
• Independently maintains records and logs that are used in conjunction with other assigned duties or that assist others in the preparation of records and reports and that require information coordination of compilation, computation, and similar acts of preparation.
• Works with the technical specialists, clinical specialist, planners, contracts, sales, transportation and other functional groups on customer support issues.
• Provides guidance for the functional group’s training, and effectiveness, adhering to organizational policies and processes and supporting overall business and corporate objectives.
• Manages escalated customer calls, complaints, questions and queries as necessary.
• Leads and participates in cross functional projects.

Minimum Qualification Requirements

Education

Knowledge and experience typically gained through an Associate’s Degree, or equivalent of education and experience sufficient to successfully perform the essential functions of the job may be considered.

Experience

Minimum 3 years experience in a call center environment

SAP order to cash experience desired.

Skills

• Intermediate knowledge and use of relevant PC software applications and skills to use them effectively.
• Utilizes various internal computer software systems such as LMS, Heat, ASTEA, Knowledge management systems and Avaya CMS.
• Demonstrated ability to communicate effectively both verbally and in writing.
• Ability to assist in problem diagnosis and solution recommendation through teamwork and other analytical techniques.
• Strong knowledge of customer care techniques and processes.
• Requires working knowledge of products and therapies of all business areas.
• Requires a comprehensive knowledge of products and department/business policies/procedures in order to make independent decisions on how to best serve customers in a timely manner and positively resolve any service, quality, billing, or delivery issue
• Knowledge and use of relevant PC software applications and skills to use them effectively.
• Demonstrated ability to communicate effectively both verbally and in writing.

-Or-

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

Physical Requirements

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. In the typical office environment requirements include: reading, speaking, hearing, close vision, walking, bending, sitting, and occasional lifting up to 20 pounds.

Target Pay Range:

$26.00 to $33.00 - 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%

We anticipate this requisition will be open for a minimum of five days, from 8/27/26. We encourage your prompt application.

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 2024, Terumo Blood and Cell Technologies reached $1.5 billion in revenue.
• We employ nearly 8,000 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 $2.4 million USD since 2025.

We are proud to be an Equal Opportunity | 2018 & 2021 Equal Opportunity 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.