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Dir Global Customer Service

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Date: Nov 30, 2022

Location: Lakewood, CO, US

Company: Terumo BCT, Inc.

Requisition ID:  29285  


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 TITLE   Director, Global Customer Service



Directs global processes and leads process improvement initiatives within the Global Customer Service functions and explores avenues for improved service delivery, reduction in errors and adoption of new technology in alignment with an enhanced customer experience. Create and implement new programs to accurately capture service revenue and value.

Directs OTC, Order To Cash, global process and system responsibilities as global product owner, SAP - OTC. Develops objectives, metrics, and sets prioritization for all OTC initiatives, regionally and globally. Collaborates with business leaders in Commercial, Logistics, Supply Chain, and Manufacturing to develop implementation strategies to support the organization’s commercial targets. Accountable for booking revenue accurately and on time. Overall responsibility to serve as the global OTC subject matter expert.



  • Leads the global OTC team as global product owner. Sets priorities and assigns resources for all high impact SAP – OTC work, globally. Aligns priorities on Global Services initiatives for OTC in all systems SAP, SVMX, SF etc.
  • Project manage major system and process improvements in area. Determine pilot regions and global rollout strategies. Collaborate with internal business partners and vendors on solution design and impact analysis to realize revenue and cost impacts.
  • Direct global OTC initiatives through collaboration with OTC leaders through global summits.
  • Create global training for new process or process changes due to regulatory or compliance requirement changes.
  • Serve as a corporate subject matter expert on Sales and Distribution business integrations related to mergers and acquisitions.
  • Responsible for SAP global OTC role security approval.
  • Regularly partner and collaborate with business and functional leadership to design solutions to meet Commercial initiatives and revenue targets. Responsible for booking all revenue within one or more regions, accurately and on-time, and for providing tools and process globally to support regional performance targets.
  • May be frequently selected to lead new initiatives, build new teams, or direct improvements, across a varied and diverse set of functions, as related to global or local business initiatives.
  • Charters and manages projects which involve extensive planning, outside research, and coordination of resources while successfully meeting budget and schedule constraints and project objectives. Conducts feasibility studies, benefit analyses, project design sessions, and implementation strategies for system advancements and migration.
  • Develops the assigned function's annual expense and capital budget and is responsible for managing within budgetary guidelines.
  • Develops operational strategies, efficiencies, and future strategic directions within the order to cash ecosystem, i.e., commercial systems, customer systems, service systems.
  • Interfaces with internal and external customers on a regular basis on delivery issues, special requirements, and overall customer satisfaction.  Includes periodic visits to customer sites to assess distribution performance and other specific issues.
  • Leads to completion process improvement projects and delivers on operational metrics and financial impact.
  • Create and lead global programs and projects, both in areas of expertise and adjacent functions.
  • Identifies, hires, and develops talent to lead regional initiatives and/or associates, coaches, and mentors for success in one or several regions.
  • Experience in a medical device product shipent environment a plus.





Bachelor's Degree in Business or related field.



Minimum of 12 years of experience in related fields, with the most recent years in progressive management positions.

Experienced in developing and managing operational and capital budgets on major projects.

Experience in/demonstrated knowledge of Customer Service best in class practices and industry benchmarks

Experience in export/import documentation requirements.


Competencies and Skills

  • Demonstrated excellence achieving process improvements and associated operating efficiencies from application of “LEAN / Six Sigma” operational excellence thinking and toolset
  • Familiarity with Quality systems and compliance expectations across geographies.  Able to respond nimbly to changes in regulation, safety issues, government mandates.
  • Strategic Mindset / Global Perspective- thinks strategically and broadly with varied viewpoints to effectively implement plans.
  • Business Acumen / Customer Focus – understands the market, industry trends, the complex ecosystem, and anticipates and uses customer insights that provide services beyond their expectations.
  • Drives for Results / Ensures Accountability – sets aggressive goals, translates strategy into execution, promote a sense of urgency, and persist in the face of challenges and setbacks.
  • Drives Engagement (Influencing across functions/regions) – creates a positive and motivating work environment where contributions are visible and valued.
  • Builds Teams and Develops Talent – develops diverse, high-performing teams in highly matrixed environments.  Passion to coach, mentor, and motivate.
  • Instills Trust - unquestionable integrity, ethics, and character. A role model for the Terumo Core Values.
  • Culture/Motivational Fit – can thrive and work in a VUCA environment (volatility, uncertainty, complexity, ambiguity), and willing to travel with flexible work hours driven by global time zones.
  • Financial Acumen – Transforms financial information into business intelligence through analysis and integration of quantitative and qualitative information.


An equivalent competency level acquired through a variation of these qualifications may be considered.



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:  $150,600.00 to $188,200.00  -  Salary 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:  30.0%


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: Denver

Job Segment: Medical Device, Business Process, Lean Six Sigma, Substance Abuse, Behavioral Health, Healthcare, Management