Lead Customer Care Specialist

Pioneering trusted medical solutions to improve the lives we touch: 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 around 10,000 colleagues, we provide our products and services in almost 100 countries, united by a promise to be forever caring. Our solutions provide a range of benefits, from infection prevention and protection of at-risk skin, to improved patient outcomes and reduced care costs. Convatec’s revenues in 2023 were over $2 billion. The company is a constituent of the FTSE 100 Index (LSE:CTEC). To learn more about Convatec, please visit http://www.convatecgroup.com

At Convatec, we’re transforming our business for the better. Better products. Better ways of working. And better ways of delivering for our customers and each other. We’re aiming for nothing short of excellence. Join us on our journey to #ForeverCaring as a Lead Customer Care Specialist , and you’ll do the same.

Reporting to the Global Analytics Team Lead. The Lead Customer Care Specialist sits within the Customer Service Family and is responsible for Global Customer Service Projects, Customer, Internal and KPI Reporting, SAP Customer Service related changes, Customer Service Surveys and Building and Maintaining BSI Standards, supporting a multicultural Order Entry Team whilst ensuring the highest Customer Service and key deadlines are always met.

• Responsible for investigating queries received by all areas of the business, including (but not limited to) Global Customer Service and Order Entry Team, Team Leads, the Market, or as requested by the Global Analytics Customer Care Advisor III.

• Support of various customer service and supply chain projects

• Support of the Customer Loyalty, Preferred Partner and Cost to serve programs.

• Create a suite of KPI reports to support the data for cost savings

• Generate reports for the global Customers Service organization where required.

• Support all Customer Services Teams, working closely with Distribution Analysts, Supply Planners and Collections as required

• Document and manage processes for the Global Customer Services Teams in line with audit requirements

• Support all areas of the business with SAP changes that will affect Customer Service, communicating with the SAP team and OTC Managers.

• EDI SAP support for Customer Service teams for all aspects of EDI, including (but not limited to) IDOC monitoring and resolution, managing changes within SAP to support process improvement, communicating with the external Technical Team on projects for all markets.

• Strong communication skills both oral and written ensuring desired outcomes are understood and achieved.

• Has good interpersonal skills, able to deal at all levels

• Ensure all work is completed within required deadlines and all audit reporting is actioned

• Support and develop close ties with the external Technical Team (IBM).

• Continuously look for ways to improve the processes for Global Customer Service

• Help to achieve and promote NPS through the Voice of the Customer Survey, also Customer Satisfaction and retention to build relationship management strategies

• Building BSI Standards and ensuring that they are maintained across Customer Service.

• Be required to step into the Team Lead position to cover when required.

• Fully conversant with all aspects of the company organizational structure. Demonstrate sufficient knowledge of internal/external processes and procedures to troubleshoot and correct problems.

• Has good interpersonal skills, able to deal at all levels, develops relationships within the organizational structure to assist in goal achievement.

• 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 achieve.

• Develop close working relationships within Convatec Supply Chain teams to ensure full systems utilization, reporting and progressive customer service projects.

• Proficient in standard software applications, with complete understanding of SAP, must be proficient in standard software applications and have a complete understanding of Sales and Distribution modules of SAP, Advanced Excel, Power BI and Power Query.

Skills & Experience:

• More than 2 years of experience in a similar analyst role

• Customer oriented with pro-active attitude.

• Good communication and collaboration skills.

• Ability to partner with and influence others without direct authority; build consensus and look for collaboration with people from different departments and all levels within the organization.

• Important to have experience successfully working with commercial and customer service teams.

• Good reporting and analytical skills

• SAP experience and knowledge desirable

• Familiarity and knowledge with common reporting tools

• Data analyzing skills with a full level of competence in using Excel with Power Query

• Competent in using Database reporting repositories, as well as a strong knowledge of Power BI

• Ability to translate tasks into action plans

• Excellent reporting skills

• Proficient communicator both written and verbal

• Able to operate in a Team environment

Qualifications/Education:

• University degree or equivalent based on experience.

• Proven experience of project management, including being solution-orientated, ability to work on tight deadlines, prioritise and a driver to accomplish results.

Our products make a big difference every day. So will your contribution. The work you do will mean more, because it’ll make things better for your team, our business or our customers’ lives. It’ll inspire you to deliver to your very best. And we’ll be right behind you when you do.

This is a challenge more worthwhile.

This is work that’ll move you.

#LD-CB1

#LD-Hybrid

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 careers@Convatec.com .

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.

Already a Convatec employee?

If you are an active employee at Convatec, please do not apply here. Go to the Career Worklet on your Workday home page and View “Convatec Internal Career Site – Find Jobs”. Thank you!