Global Customer Service Lead

Requisition ID: 33201

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.

JOB TITLE: Global Customer Service Lead

JOB SUMMARY

Working under minimal supervision, provides customer service support by management and resolution of customer and business needs through training, data reporting and data analysis from multiple software applications.

ESSENTIAL DUTIES

• Manages all sales order completion daily, month and quarter end to ensure revenue is accurately captured. Communicates to manager.
• Manages relationships with key partners including Vendor Managed Inventory (VMI) and Contract Manufacturer Organization (CMO) partners
• Identifies, manages and leads process improvements as well as planning and implementing of new customer service process and procedures.
• Manages and executes testing scenarios for system configuration changes in ERP and CRM systems ensuring customer and company requirements are met. Interprets modifications to systems as updates to customer service business processes and procedures appropriately.
• Analyze and provide solutions as first line of contact to solve customer service issues with ERP and CRM systems to internal functional teams.
• Develops, analyzes and maintains accurate and concise reports from several different software applicatons
• Serves as back up for credit, debit and sales order processes
• Responsible for reporting, monitoring and managing appropriate inventory levels to minimize backorders. Works with VMI, CMO, and Planning. Manages customer messaging and allocation if product inventory shortages occur.
• Manages, develops and executes customer service training and annual training validation plans for new and current associates.
• Timely manages the review and updating of departmental policies ensuring audit readiness at all times. Lead global alignment on documentation requirements.

MINIMUM QUALIFICATION REQUIREMENTS

Education

Knowledge and experience typically gained through 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 5 years experience in a call center environment

SAP order to cash experience desired.

Salesforce.com experience desired.

Power BI experience desired

Skills

• Exceptional interactive telephone skills.
• Exhibits acomprehensive knowledge of products and department/business policies/procedures in order to make independent decisions on how to best serve customers in a timely manner and to positively resolve any service, quality, billing or delivery issues.

• Utilizes various internal computer software systems such as but not limited to SAP, SalesForce, ServiceMax, Every Angle, Knowledge management systems, etc.
• Skilled in Microsoft Office Suite especially Microsoft Excel and utilization of Excel to create pivot tables for reporting
• Knowledge and use of relevant PC software applications and skills to use them effectively.
• Demonstrated ability to communicate effectively both verbally and in writing.

-Or-

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

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:$75,100.00to$93,900.00 -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: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.