Senior Customer Support Specialist (Sales & Distribution)

Requisition ID:  34214  

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. 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, where you'll serve as a key resource in managing complex orders, resolving customer inquiries, and supporting continuous improvement initiatives. This role is ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and has deep expertise in ERP/CRM systems like SAP and Salesforce.

ESSENTIAL DUTIES

• Serve as a lead resource for handling customer orders, account inquiries, billing issues, cancellations, and complaints with professionalism and urgency. 
• Act as a subject matter expert in navigating ERP and CRM systems (SAP, Salesforce) with speed and accuracy.
• Provide high-level customer support by combining system knowledge, product expertise, and problem-solving skills to exceed customer expectations.
• Lead and support order processing across all areas, including international, consignment, standing, equipment, and standard orders.
• Proactively identify and propose process and system improvements to enhance team efficiency and customer satisfaction.
• Participate in cross-functional projects focused on system and process enhancements.
• Coach and mentor team members to elevate overall performance and knowledge.
• Maintain a high standard of professionalism in all interactions with customers, internal teams, and stakeholders.

MINIMUM QUALIFICATION REQUIREMENTS
Education
High school diploma or GED required; Associate’s degree preferred.

Experience

• Minimum of 3 years in customer support, preferably in a sales/distribution environment.
• Experience with SAP and Salesforce strongly preferred.

Skills

• Strong communication skills—both verbal and written.
• Proven ability to manage complex customer interactions with empathy and efficiency.
• Advanced proficiency in ERP/CRM systems and Microsoft Office Suite.
• Ability to work independently and make informed decisions.
• Bilingual in English and French or Spanish is a plus.

-Or-
An equivalent competency level acquired through a variation of these qualifications may be considered.
 
LOCATION
Lakewood, Colorado - Hybrid/Onsite 

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:  $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%

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.