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.