Senior Customer Relations Specialist

Requisition : 35024

As a Senior Customer Support Specialist
, you'll play a critical role in delivering exceptional customer experience while leading outbound day‑to‑day support center operations. You’ll oversee order flow accuracy, call scheduling, reporting, training, and quality initiatives in a fast‑paced environment. You’ll collaborate cross‑functionally with clinical, technical, quality, sales, logistics, and global support teams to resolve complex customer inquiries, manage escalations, and drive continuous process improvements.

• Manages order flow, terms, and accuracy of customer orders.
• Monitors phone and PO box actively to assure adequate coverage.
• Performs customer service tasks such as handling complaints, problems, and requests.
• Responsible for daily programming and accuracy of the call schedule of all support center associates.
• Produces and analyzes call center reports and statistics.
• Develops, coordinates, and executes support center associate training programs.
• Interfaces extensively with internal and external customers via telephone to assist and document requests for product orders, directory assistance, issue resolution, and technical/clinical assistance.
• Researches, negotiates, and resolves customers’ disputes and problems.
• Monitors, organizes, and coaches the team on a day‑to‑day basis.
• Works directly with customers and collaborates with Global Customer Support, BCT Quality groups, and other departments to document, resolve, and communicate product and process quality issues.
• Interprets, executes, and recommends modifications to system processes within areas of functional expertise.
• Identifies process improvements and assists in planning and implementation of new procedures and programs.
• Maintains flexibility of schedule to ensure phone coverage during support center business hours.
• Ensures accurate and timely response to customer requests and maintains related reports that are accurate and concise.
• Schedules and conveys commitments and shipping instructions to the warehouse.
• Independently maintains records and logs that assist in preparation of reports and coordination with other duties.
• Works with technical specialists, clinical specialists, planners, contracts, sales, transportation, and other functional groups on customer support issues.
• Provides guidance for the functional group's training, effectiveness, and adherence to organizational policies.
• Manages escalated customer calls, complaints, questions, and queries as necessary.
• Leads and participates in cross‑functional projects.

Education

An Associate's Degree, or equivalent of education and experience sufficient to successfully perform the essential functions of the job may be considered.

Experience

• Minimum 3 years experience in a call center environment.
• SAP order‑to‑cash experience desired.

Skills

• Intermediate knowledge and use of relevant PC software applications.
• Experience with internal computer software systems such as LMS, Heat, ASTEA, Knowledge Management systems, and Avaya CMS.
• Demonstrated ability to communicate effectively both verbally and in writing.
• Ability to assist in problem diagnosis and solution recommendation through teamwork and analytical techniques.
• Strong knowledge of customer care techniques and processes.
• Working knowledge of products and therapies of all business areas.
• Comprehensive knowledge of products and department/business policies/procedures to make independent decisions in service, quality, billing, or delivery issues.

Lakewood, Colorado - Onsite (hybrid)

• The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.
• In the typical office environment, requirements include reading, speaking, hearing, close vision, walking, bending, sitting, and occasional lifting up to 20 pounds.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Target Pay Range: $24.00 – $31.00 hourly. Target Bonus on Base: 7.0%

We provide competitive total rewards including medical, dental, vision, wellness, life insurance, disability coverages, retirement plan, vacation, sick leave, and a variety of voluntary programs.

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.