Senior Customer Support and Relations Leader

TERUMO BCT, INC; Lakewood (CO); On-site; USD 36,000 - 45,000; Full time

Job summary

Terumo Blood and Cell Technologies in Lakewood, CO is seeking a Sr Customer Relations Specialist to lead and coach a support team, ensuring proper call routing, scheduling, and timely responses to customer requests.

You will collaborate with Global Customer Support and other departments to document and resolve product and quality issues, analyze call metrics, and develop training programs while maintaining precise records.

Qualifications

• Associate’s degree or equivalent to perform essential functions.
• Minimum 3 years experience in a call center environment.
• Strong communication skills, both verbal and written.
• Proficient with PC software and internal systems: LMS, Heat, ASTEA, Knowledge mgmt, Avaya CMS.
• Knowledge of products and therapies; independent issue resolution.

Responsibilities

• Manages order flow and accuracy of customer orders.
• Monitors phone and PO box to ensure adequate coverage.
• Handles customer/employee complaints and requests.
• Maintains call schedule accuracy for all support staff.
• Produces and analyzes call center reports and statistics.
• Trains and develops support center staff.

Skills

Communication

Teamwork

Problem solving

Customer care

Multi-tasking

Attention to detail

Education

Associate's Degree

Tools

LMS

Heat

ASTEA

Knowledge mgmt

Avaya CMS

Job description

Terumo Blood and Cell Technologies in Lakewood, CO is seeking a Sr Customer Relations Specialist to lead and coach a support team, ensuring proper call routing, scheduling, and timely responses to customer requests.

You will collaborate with Global Customer Support and other departments to document and resolve product and quality issues, analyze call metrics, and develop training programs while maintaining precise records.