Senior Customer Relations Specialist

Position Summary Senior Customer Support Specialist – responsible for leading outbound day‑to‑day support center operations, managing order flow accuracy, call scheduling, reporting, training, and quality initiatives while working in a fast‑paced environment. The role collaborates cross‑functionally with clinical, technical, quality, sales, logistics, and global support teams to resolve complex customer inquiries, manage escalations, and drive continuous process improvements. Essential Duties Manages order flow, terms, and accuracy of customer orders. Monitors phone and PO box to assure adequate coverage. Handles customer/employee complaints, problems, and requests. Programs and manages daily call schedule for support center associates. Produces and analyzes call center reports and statistics. Develops, coordinates, and executes training programs for support center associates. Interfaces extensively with internal and external customers via telephone to assist with product orders, technical/clinical assistance, and literature questions. Researches, negotiates, and resolves customer disputes and problems. Monitors, organizes, and coaches team on a day‑to‑day basis. Works with Global Customer Support and other departments to document, resolve, and communicate product and process quality issues. Interprets, executes, and recommends modifications to system processes. Identifies process improvements and assists in implementation of new procedures. Maintains flexibility of schedule to ensure phone coverage during support center business hours. Ensures accurate and timely response to customer requests and maintains related reports. Schedules and conveys shipping instructions to the warehouse. Maintains records and logs used in conjunction with other duties and aides in report preparation. Collaborates with technical specialists, 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 corporate objectives. Manages escalated customer calls, complaints, questions, and queries as necessary. Leads and participates in cross‑functional projects. Minimum Qualifications Education: Associate’s Degree or equivalent experience sufficient to perform essential functions. Experience: Minimum 3 years in a call center environment; SAP order‑to‑cash experience desired. Skills: Intermediate knowledge and use of PC software applications. Proficiency with LMS, Heat, ASTEA, Knowledge Management Systems, and Avaya CMS. Strong verbal and written communication skills. Ability to diagnose problems and recommend solutions through teamwork and analytical techniques. Deep knowledge of customer care techniques and processes. Comprehensive knowledge of products, therapies, policies, and procedures to make independent decisions in service delivery. Knowledge of relevant PC software applications and effective use of them. Equivalent competency level through alternative qualifications may be considered. Location Lakewood, Colorado – Onsite (hybrid). Physical Requirements Typical office environment: reading, speaking, hearing, close vision, walking, bending, sitting, occasional lifting up to 20 lbs. Reasonable accommodations may be made for individuals with disabilities. Compensation and Benefits Target Pay Range: $24.00 to $31.00 per hour. Target Bonus on Base: 7.0%. Benefits include medical, dental, vision, wellness, retirement (401(k) with matching), vacation, and other voluntary programs. Equal Opportunity Statement We are proud to be an Equal Opportunity Affidavitative 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. Requisition Requisition ID: 35024. #J-18808-Ljbffr Terumo Blood and Cell Technologies