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 by 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
Our ambitions will bring the very best out in you. You’ll be pushed to
aim higher and really own your work. You’ll be encouraged and
supported to make things happen, too. It can be challenging. But, as
the progress you make will help improve the lives of millions, it’ll be
worth it.
This is stepping up to a challenge.
This is work that’ll move you.
#LI-CM1
#LI-Hybrid
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