Customer Care includes post-sale technical and/or non-technical customer service and support across multiple sub-families for business and/or end-consumer customers including: Remote Customer Service: Providing customer service and support via phone, email: Customer issues analysis and resolution
Product returns.
Acting as liaison between customers, production and distribution departments related to specific customer orders.
Providing technical and non-technical customer support.

 

Requires broad knowledge of operational procedures and tools obtained through extensive work experience and may require vocational or technical education. May require the following proficiency:
• Works under limited supervision for routine situations.
• Problems typically are not routine and require analysis to understand.

 

Position Overview

Reporting to the Manager of Customer care, this roie is the first point of contact for our customers, being a trusted source of information for them. Responsibilities include; primary Customer and 3pl liaison, claims and queries management but additionally; reporting and KPI data.  Collaboration with other areas of the business such as Finance and Masterdata.

Key Responsibilities

• Raise claims within SLA, investigate to resolution, communicate outcomes.
• Measures of success in the role will be by clear objectives and KPI reports to support daily activity and performance measurement.
• Identify opportunities for continuous improvement.

• 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 organisational structure to assist in goal achievement.
• 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.
• Cover for order management duties
• Demonstrate sufficient knowledge of internal/external processes and procedures to troubleshoot and correct problems.
• Act with empathy and respect in all transactions.
• Living our values.

Key Requirements

• 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 a Customer facing, claims/query management and distribution role preferably in a Health Care environment.

• 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.
• Fully competent in oral and written communications.
• Strong motivational skills
• Fully competent in oral and written communications and must be able to demonstrate proven interpersonal skills
• Competent in using Excel/Word & Data Cubes
• Competent in using Database reporting repositories
• Excellent reporting skills clear and concise
• Proficient communicator both written and verbal
• Able to operate in a Team environment

Dimensions

Company information

Principle Contacts

Internal – Teams within Supply Chain, Commercial colleagues and Finance Teams within the Market at all levels

External – Customers, 3PL Providers and Freight Forwarders

Travel Requirements

Position may involve travel. Most trips will include overnight travel.

Languages essential

• Speaking:                             Fluent Business English and German*

• Writing/Reading:              Fluent Business English and German

Languages desirable

• French

*additional languages as required depending on Customer and Market

All language skills will require written and verbal tests and the relevant market will sign off on the speaking and written skills required for their market.

Working Conditions

Hybrid working – days per week in the office driven by business requirements as Convatec has a flexible approach to office working.  Applicable local workplace laws and statutes should be included in the description of working conditions

Special Factors

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Hours of work will be aligned to the Market requirement and the public holidays will also be aligned to the market that the Customer Service Associate works within.

You will also be required to work a shift pattern as required by the Team and Market hours of Business.

 

Beware of scams online or from individuals claiming to represent Convatec

A formal recruitment process is required for all our opportunities prior to any offer of employment. This will include an interview confirmed by an official Convatec email address.

If you receive a suspicious approach over social media, text message, email or phone call about recruitment at Convatec, do not disclose any personal information or pay any fees whatsoever. If you’re unsure, please contact us at [email protected].

Equal opportunities

Convatec provides equal employment opportunities for all current employees and applicants for employment. This policy means that no one will be discriminated against because of race, religion, creed, color, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical or mental disability, affectional or sexual orientation, gender identity, military or veteran status, genetic predisposing characteristics or any other basis prohibited by law.

Notice to Agency and Search Firm Representatives

Convatec is not accepting unsolicited resumes from agencies and/or search firms for this job posting. Resumes submitted to any Convatec employee by a third party agency and/or search firm without a valid written and signed search agreement, will become the sole property of Convatec. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Thank you.

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