Senior Customer Support Specialist

As a Senior Customer Support Specialist, you’ll play a critical role in delivering exceptional customer experience while leading out-bound day‑to‑day support center operations. In this role, you’ll oversee order flow accuracy, call scheduling, reporting, training, and quality initiatives while working 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. This is an ideal opportunity for a customer‑focused professional with out-bound call center experience, strong systems knowledge, and a passion for improving service delivery.

ESSENTIAL DUTIES

• 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.

MINIMUM QUALIFICATION REQUIREMENTS

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 and skills to use them effectively.
• Utilizes various 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 other analytical techniques.
• Strong knowledge of customer care techniques and processes.
• Requires working knowledge of products and therapies of all business areas.
• Requires a comprehensive 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 positively resolve any service, quality, billing, or delivery issue
• 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.

LOCATION

Lakewood, Colorado - Onsite (hybrid)

PHYSICAL REQUIREMENTS

• 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.