Share this Job

Customer Support Specialist

Apply now »

Date: Feb 1, 2023

Location: Lakewood, US

Company: Terumo BCT, Inc.

Requisition ID:  30372  

 

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.

Customer Relations Specialist

 

JOB SUMMARY

Working under minimal supervision, provides customer support by finding resolution to customer needs via phone, fax or e-mail.  Performs a variety of difficult, complex, and highly administrative work that may be non-clerical in nature. 

 

ESSENTIAL DUTIES

  • Interfaces extensively with internal and external customers via the telephone to assist and log requests for product orders, directory assistance, resolve issues, requests for service and all product and literature questions.
  • Handle continuous work volume via (inbound & outbound) phone calls, email, and other electronic sources for receiving and processing orders in ERP system
  • Ensures order flow, terms, and accuracy of customer orders and requests in a timely manner
  • Schedules/conveys commitments and shipping instructions to the warehouse
  • Documents customer calls and either answer questions directly or triage to appropriate clinical, technical, field performance engineers within Customer Support and throughout the organization.
  • Works with the technical specialists, clinical specialist, planners, contracts, sales, transportation, and other functional groups on customer support issues. 
  • Documents disputes in CRM system related to orders and shipments and resolves disputes with customers and other stakeholders in timely manner
  • Researches and resolves customers’ complaints, disputes and problems while applying originality and judgment.
  • Composes correspondence, establishes formats, and edits work for content, grammar, and spelling using a personal computer and types a variety of narrative and/or numerical material.
  • Maintains flexibility of schedule to coordinate with team members to ensure phone coverage during support center business hours (6:00a.m.-6:30p.m.).

 

MINIMUM QUALIFICATION REQUIREMENTS

 

Education

High school diploma or GED.

 

Experience

Requires a minimum of 1 year of experience in a related field.

 

Skills

  • Exceptional interactive telephone skills.
  • Exhibits 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 to positively resolve any service, quality, billing or delivery issues.
  • Bilingual in English and French preferred
  • Bilingual in English and Spanish preferred.
  • Utilizes various internal computer software systems such as but not limited to LMS, Heat, ASTEA, Knowledge management systems, etc.
  • 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

Typical Office Environment requirements include: reading, speaking, hearing, close vision, walking, bending, sitting, and occasional lifting up to 20 pounds.

 

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential duties of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

 

 

Target Pay Range:  $19.00 to $24.00 -  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%

 

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.


Nearest Major Market: Los Angeles

Job Segment: Behavioral Health, Substance Abuse, Testing, Medical Device, Customer Service, Healthcare, Technology