Senior Customer Relations Specialist

Senior Customer Relations Specialist

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. 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.

As a Senior Customer Support Specialist, you'll play a critical role in delivering exceptional customer experience while leading out-bound day-to-day support center operations. In this role, you'll oversee order flow accuracy, call scheduling, reporting, training, and quality initiatives while working in a fast-paced environment. You'll collaborate cross-functionally with clinical, technical, quality, sales, logistics, and global support teams to resolve complex customer inquiries, manage escalations, and drive continuous process improvements. This is an ideal opportunity for a customer-focused professional with out-bound call center experience, strong systems knowledge, and a passion for improving service delivery.

Essential duties include:

• 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: 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.

Location: Lakewood, Colorado - Onsite (hybrid)

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. In the typical office environment requirements include: reading, speaking, hearing, close vision, walking, bending, sitting, and occasional lifting up to 20 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Target pay range: $24.00 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%

We anticipate this requisition will be open for a minimum of five days, from May 1, 2026. 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 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.