Customer Support Sr Specialist

Requisition : 35449

At Terumo Blood and Cell Technologies, our 8,000+ 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.

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.

Working under minimal supervision, provides leadership for support team by monitoring, coaching, training and motivating staff. Individual is responsible to ensure proper programming, call routing and scheduling in place to meet call center business requirements along with analyzing and reporting stats.

• Manages order flow, terms, and accuracy of customer orders.
• Monitoring phone and PO box actively to assure that there is always adequate coverage.
• Performs customer service tasks necessary within the department such as handling customer/employee 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 the telephone to assist and document requests for product orders, directory assistance, issue resolution, requests for technical/clinical assistance and all product and literature questions.
• Researches, negotiates and resolves customers’ disputes and problems.
• Monitoring, organizing, and coaching 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(s) of functional expertise.
• Identifies process improvements and assists in planning and implementation of new procedures and programs.
• Maintains flexibility of schedule in order to coordinate with team members to ensure phone coverage during support center business hours.
• Ensures accurate and timely response to customer requests. Maintains related reports that are accurate and concise.
• Schedules/conveys commitments and shipping instructions to the warehouse.
• Independently maintains records and logs that are used in conjunction with other assigned duties or that assist others in the preparation of records and reports and that require information coordination of compilation, computation, and similar acts of preparation.
• Works with the technical specialists, clinical specialist, planners, contracts, sales, transportation and other functional groups on customer support issues.
• Provides guidance for the functional group’s training, and effectiveness, adhering to organizational policies and processes and supporting overall business and corporate objectives.
• Manages escalated customer calls, complaints, questions and queries as necessary.
• Leads and participates in cross functional projects.

Knowledge and experience typically gained through an Associate’s…