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Sr Manager, Customer Service

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Date: Apr 23, 2021

Location: Lakewood, CO, US

Company: Terumo BCT, Inc.

Requisition ID:  27484  


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:  Sr. Manager, Customer Service



Position is responsible for overall management and strategic execution of the assigned function(s) including managing the existing processes/systems, evaluating the adequacy and implementing improvements, and the development of new processes/systems.  Accountable for the overall strategic direction of Customer Service / Sales & Distribution (S&D), by operating as an ERP Business Partner and Subject Matter Expert. Provide guidance on and alignment of Order To Cash (OTC) processes to other Customer Service regions.



  • Responsible for all business areas (including New Growth Ventures) of North America customer service order processing, claims resolution, financial transactions (customer invoicing, letters of credit, general ledger) to ensure customer requirements are met.
  • 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.
  • Responsible for providing the strategic direction and leading the NA customer service team, execution, and delivery of
  • 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 operational strategies and future strategic directions with global alignment.
  • Develops the assigned function's annual expense and capital budget and is responsible for managing within budgetary guidelines.
  • Develops, implements, and manages internal policies and procedures.
  • Ensures effective daily operational integration relating to the flow of products and information.
  • Supports and implements Quality Assurance actions.
  • Acts as senior member of the Customer Service global leadership team.  Develops NA systems and identifies vendors for global adoption and execution.
  • Member Master Data Governance Counsel and sub-committee.
  • Member of North America Field Advisory Committee.
  • Member of New Growth Ventures Deployment Leadership Team.
  • Global credit card administrator and vendor manager
  • Acts as Subject Matter Expert for OTC and is ultimately responsible for JSOX controls for continued development, compliance and process improvements that align with global initiatives.
  • Internal, customer, financial, regulatory Audit SME ensuring all aspects of customer service processes and controls ensure positive audit outcomes.
  • Manages complex issues cross-functionally with Business and Functional area leadership.
  • Leads maintenance contract administration team and negotiates contracted services, equipment, and/or facilities.
  • Acts as a contributing member of the Logistics management team, responsible for overall success of Logistics and Terumo BCT.
  • 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.





Bachelor’s degree, or equivalent of education and experience sufficient to successfully perform the essential functions of the job may be considered.  Master’s preferred.



  • Minimum of 8 years of experience in related fields, with the most recent years in progressive management positions.
  • Experienced in developing and managing budgets.  Understanding of accounting and finance in order to be able to analyze costs and benefits of a project or initiative.
  • Experience in/demonstrated knowledge of Customer Service management practices.
  • Experience in export/import documentation requirements.
  • Five years’ experience with SAP, SalesForce, and ServiceMax, or equivalent ERP and CRM platforms
  • LEAN, Six Sigma experience
  • Project management
  • Device, application, and solution deployment experience with implementation design mapped to a targeted customer experience.



  • Detailed knowledge and use of SAP, SalesForce, or equivalent ERP, Quality, Call center systems and CRM platforms
  • Proven leadership and managerial abilities demonstrated by developing, coaching, and training others in an organizational setting.
  • Demonstrated ability to make high level presentations to communicate information effectively in order to gain support.
  • Demonstrated effective negotiating skills.
  • Demonstrated ability to consistently work through multiple issues by capitalizing on available resources and prioritizing accordingly.
  • Ability to develop and implement a business plan which defines a strategic direction for cross functional areas within the company.
  • Demonstrated ability to manage complex projects while successfully meeting budget and schedule constraints and project objectives.
  • Knowledge and use of relevant PC software applications and skills to use them effectively.
  • Demonstrated ability to communicate effectively both verbally and in writing.



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





Target Pay Range:  $117,500 to $146,900  -  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:  20.0%


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. 

Nearest Major Market: Denver

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