Customer Relations Specialist
Gambro BCT (Denver, Colorado)

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ORGANIZATIONAL OVERVIEW:

Gambro BCT is a world leader in automated blood collections, therapeutic apheresis, as well as an industry leader in automated blood component separation and purification technologies.
Gambro BCT provides technology, products and services to blood centers, hospitals, and scientific, clinical and biotech researchers. Gambro BCT has sales in more than 90 countries and production facilities in the U.S., and Northern Ireland, and employs 1,900 people in 30 countries. Gambro BCT’s annual revenues are approximately USD $345 million. The company is privately held.
Gambro BCT’s corporate offices are located in Lakewood, Colorado, approximately 15 minutes west of Denver.
Gambro BCT’s vision: We improve lives through innovation, quality and services delivered by our people, products and processes in blood component technologies.
Gambro BCT specializes in two market segments — blood bank technologies and therapeutic specialties.

Blood bank technologies — Gambro BCT delivers products and services that enhance blood quality, safety, supply and efficiency through automating the collection of leukoreduced red cells, platelets and plasma. Gambro BCT provides technology to automate blood component laboratories manufacturing processes of whole blood. Finally, we deliver the superior value of Mirasol pathogen reduction technology.

Therapeutic specialties — Gambro BCT delivers a range of technologies that enable advances in medicine through innovations in stem cell and white blood cell collections, cell and tissue processing, and therapeutic apheresis. Therapeutic apheresis is a process removing disease mediators or disease-carrying media from the patient. Cell therapies is the collection of blood cells, including peripheral blood stem cells and monocytes, from a patient or donor’s blood stream, then processing and re-infusing as a part of various treatments.

Gambro BCT invests in research and development to bring our customers innovative new products. Gambro BCT’s key products and systems include the Trima Accel Automated Blood Collection System, Vista Information System, OrbiSac System, Elutra Cell Separation System, COBE Spectra Apheresis System and the COBE 2991 Cell Processor.

You can learn more about the company on their website at http://www.gambrobct.com.

POSITION SUMMARY:

Gambro BCT is currently seeking qualified candidates for the position of Customer Relations Specialist. This individual will hold responsibility for, providing customer support by finding timely resolutions to customer requests for product orders, equipment service requests, directory assistance and product and literature inquiries. Work requires specialized knowledge of, and/or experience with procedures throughout the organization and allows independence of action and discretion in the disposition of routine and non-routine matters.

KEY RESPONSIBILITIES:

§ Interface extensively with internal and external customers via the telephone to assist and log requests for product orders, directory assistance, resolve issues, requests for service and all product and literature questions.
§ Accurately document customer calls and either answer questions directly or triage to appropriate clinical, technical, field performance engineers within Customer Support and throughout the organization.
§ Ensures accurate and timely response to customer requests. Maintains related reports that are accurate and concise
§ Assist Technical and Clinical Specialists with resolving customer issues, such as identification of (but not limited to) literature, and part number requests.
§ Utilize various internal computer software systems such as but not limited to LMS, Heat, ASTEA, Knowledge management systems etc.
§ 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
§ Using a personal computer, types a variety of narrative and/or numerical material, some of which is difficult and/or complex and may be confidential in nature.
§ Demonstrates ability to understand and communicate information about products, therapies, and marketing programs.
§ 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.
§ Contribute to the overall training of the department and in assigned areas be the ‘expert ‘ for the department in his/her occupational field.
§ Ability to seek and implement solutions to problems in a team environment.

QUALIFICATIONS:

· Knowledge necessary to perform in this position is generally acquired through a high school education or its equivalent, and a minimum 1-2 years experience in a related field.
· Bilingual in English and French.
· Ability to work an eight-hour shift within a flexible work schedule (6:00 a.m.-6:30 p.m.).
· Demonstrated interpersonal skills and ability to interact with diplomacy and tact while maintaining appropriate assertiveness and persistence.
· Demonstrated ability to communicate effectively both verbally and in writing.
· Ability to work in a team oriented environment.
· Exceptional interactive telephone skills.
· Ability to establish workload priorities and manage a diverse workload with a high level of accuracy in an environment of constant interruptions.
· Demonstrated ability to independently solve moderately complex problems working with a variety of personalities, departments, and cultures.
· Intermediate knowledge of PC software applications and operating systems such as spreadsheets, databases, and Microsoft Office.
· Resourcefulness and ability to problem solve, make decisions independently.

We are proud to be an Equal Opportunity/ Affirmative Action Employer. We maintain a drug-free workplace and perform pre-employment substance abuse testing and background verification checks. For more information about Gambro BCT visit our website www.gambrobct.com.