Senior Customer Relations Specialist

Senior Customer Support Specialist

Senior Customer Support Specialist responsible for managing order flow, overseeing call‑center operations, leading training, and driving process improvements. Works cross‑functionally with clinical, technical, quality, sales, logistics, and global support teams to resolve complex inquiries, manage escalations, and improve service delivery.

• Manage order flow, terms, and accuracy of customer orders.
• Monitor phone and PO box to ensure coverage.
• Handle customer/employee complaints, problems, and requests.
• Program and maintain accurate call schedule for support center associates.
• Produce and analyze call‑center reports and statistics.
• Develop, coordinate and execute training programs for associates.
• Interface with internal and external customers via telephone for product orders, queries, and technical assistance.
• Research, negotiate and resolve customer disputes and problems.
• Organize and coach team on a day‑to‑day basis.
• Document, resolve, and communicate product and process quality issues.
• Interpret, execute, and recommend modifications to system processes.
• Identify process improvements and assist in planning and implementation of new procedures.
• Maintain schedule flexibility to support coverage during business hours.
• Ensure accurate and timely response to customer requests and maintain related reports.
• Schedule shipment instructions to the warehouse.
• Maintain records and logs used in support activities.
• Collaborate with technical specialists, planners, sales, and other functional groups on support issues.
• Provide guidance on training effectiveness.
• Manage escalated customer calls, complaints, questions, and queries.
• Lead and participate in cross‑functional projects.

• Education – Associate's Degree or equivalent knowledge and experience sufficient to perform essential functions.
• Experience – Minimum 3 years in a call‑center environment; SAP order‑to‑cash experience desired.
• Skills – Intermediate proficiency with PC software, LMS, Heat, ASTEA, Knowledge Management systems, Avaya CMS; strong customer‑care techniques; verbal and written communication; problem diagnosis and solution recommendation; comprehensive product and policy knowledge.

Lakewood, Colorado – Onsite (hybrid)

• Typical office environment: reading, speaking, hearing, close vision, walking, bending, sitting, occasional lifting up to 20 lb.
• Reasonable accommodations may be made for individuals with disabilities.

$24.00 to $31.00 hourly; base bonus 7 %.

Competitive total rewards including medical, dental, vision, wellness, life and disability insurance, voluntary programs, 401(k) plan with matching, vacation and sick time.

We are proud to be an Equal Opportunity Affidavit Employer. All applicants will be afforded equal opportunity without discrimination based on race, color, religion, sex, gender identity or expression, sexual orientation, marital status, protection status, national origin or ancestry, citizenship, age, disability unrelated to ability, military status or a discharge from the military.