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Supervisor de Servicio al Cliente

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Date: Nov 11, 2022

Location: Buenos Aires, B, AR

Company: Terumo BCT, Inc.

Requisition ID:  30276  

 

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.

 

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. Consider joining our team and unlock your potential. 

JOB SUMMARY
Responsible for supervising, training, and development the Regional Customer Service team to deliver the highest quality
customer-centric service experience.


ESSENTIAL DUTIES
• Manages day to day operations of Customer Service associates including order entry, claims processing and accurate
financial capture of transactions in ERP system.
• Ensures that established policies, regulatory and legal requirements are followed.
• Develops constructive relationships with various functional areas, i.e., Logistics, Finance functions, Marketing and Sales,
Clinical Support, Field Service and Software Support as applicable for the region driving systems and process change
and alignment.
• Troubleshoots problems and develops bridge-building solutions that improve these relationships. Also serving as
liaison between the customer and various departments.
• Produces and analyzes reports and statistics and report to key stakeholders as appropriate (Internal and external)
• Drive and report Regional Customer Service Manager Key Performance Indicators (KPI) with global alignment
• Comprehensively understand each country’s legal/fiscal requirements in order to identify systems requirements
enabling full utilization of global systems
• With global alignment, creatively control and adjust our existing processes and systems to optimize efficiency,
effectiveness, and team capability
• Leads major projects, many being cross functional.
• Understands customer issues and works with the business areas to resolve problems with product, procedures, and
policies, recommending and as needed driving change to resolve issues.
• Develops working knowledge of products and therapies of all business areas along with the Customer Service team.
• Analyzes changing business and customer needs constantly and plans and recommends organizational or systems
changes to address customer and business requirements.
• Manages and provides leadership for the functional group’s development, direction, and effectiveness, adhering to
organizational policies and processes and supporting overall business and corporate objectives.
• Conduct Performance reviews and provide feedback to associates regularly.


MINIMUM QUALIFICATION REQUIREMENTS
 

Education
Bachelor’s degree, or equivalent of education and experience sufficient to successfully perform the essential functions of the job
may be considered. (Business Administration desirable)
 

Experience
• Minimum 2 years of experience supervising and planning in a medical device customer service environment or similar
• Requires working understanding service and customer satisfaction metrics and experience with implementation as a
tool for continuous improvement.
• Thorough working knowledge of SAP and SalesForce applications are preferred.

 

Skills
• Requires a thorough understanding of customer support functions.
• Demonstrated and effective leadership skills.
• Knowledge and use of relevant PC software applications and skills to use them effectively (Excel, Power Bi)
• Demonstrated ability to communicate effectively in Spanish and English verbally and in writing. Portuguese desirable

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. Absent accommodation permitted by applicable law, as a condition of employment with Terumo Blood and Cell Technologies in the United States you must be fully COVID-19 vaccinated and provide valid proof of vaccination to the company.


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