Position Overview
Reporting to the Customer Care Team Lead with a matrix line to the Global Customer Care Manager. The Senior Customer Care Specialist sits within the Customer Service Family and is responsible for managing Customer Services related tasks whilst ensuring the highest Customer Service and key deadlines are always met.
Key Responsibilities
•To ensure all orders are placed & validated accurately within the order cut off time.
•To ensure all claims are raised within SLA, open claims checked, reviewed and followed up.
•The scope of the role is Order Management, Customer Service, Customer contact, liaison with 3PL's and Market functions and Customer Masterdata.
•EDI order maintenance & management, reviewing EDI blocked orders, Customer portals & catalogues.
•Creating Backorder & Delivery Notification Reports.
•Email inbox management, responding quickly and efficiently to queries and requests.
•Daily Checks to ensure order & billing blocks are maintained and updated to avoid delays.
•Responding to customer telephone calls, ensuring customer queries are answered as efficiently as possible.
•Measures of success in the role will be clear objectives and KPI reports to support daily activity and performance measurement.
Skills & Experience
•Demonstrates a sense of urgency in respect of ensuring work is completed quickly and accurately.
•Strong communication skills both oral and written ensuring desired outcomes are understood and achieved.
•Has good interpersonal skills, able to deal at all levels, develops relationships within the organizational structure to assist in goal achievement.
•Ensure all work is completed within required deadlines and all audit reporting is actioned.
•Coordinate and assist with audit requirements.
•Must be proficient in standard software applications including Microsoft Outlook and advanced excel skills and to have a complete understanding of Sales and Distribution modules of SAP.
•Demonstrate sufficient knowledge of internal/external processes and procedures to troubleshoot and correct problems.
Qualifications/Education
•Proven experience of Customer Service and order entry.
•Ability to communicate at all levels within the organisation.
•Proven data analysing skills and an ability to translate tasks into action plans and deliver to timelines.
•Experience and knowledge of SAP/ESKER (preferable).
•Proven experience in Customer/Distribution preferably in a Health Care Environment.
•Strong motivational skills.
•Competent in using Excel/Word.
•Proficient communicator both written and verbal.
•Able to operate in a Team environment.
•Fluent in German.
Principal Contacts & Purpose of Contact
•Internal – Teams within Supply chain, Commercial Colleagues, Finance Teams within the Market at all levels.
•External – Customers, 3PL providers & Freight Forwarders.
Travel Requirements
Position may involve travel. Most trips will include overnight travel.
Languages
•English
•German
Working Conditions
Hybrid working – 1/2 days per week in the office will be driven by business requirements as Convatec has a flexible approach to office working.
Special Factors
Public holidays will be aligned with role/Market.
About Convatec
Convatec is a global medical products and technologies company, focused on solutions for the management of chronic conditions, with leading positions in Advanced Wound Care, Ostomy Care, Continence Care, and Infusion Care. With over 10,000 colleagues, the company provides products and services in around 90 countries. Convatec's revenues in 2025 were over $2 billion. The company is a constituent of the FTSE 100 Index (LSE:CTEC).
