Customer Service Associate

2 semanas atrás

Lisboa, Portugal Convatec Tempo inteiro

**About Convatec**

The Customer Service Associate sits within the Order to Cash Family and is responsible for managing a multicultural team, whilst ensuring the highest Customer Service and key deadlines are met.

**Key Responsibilities**

**Order & Transaction Management**

- Process customer orders, returns, credit/debit notes, and special order types (e.g.. samples, rebates) in SAP.

- Maintain accurate customer master data and price lists.

- Monitor and resolve order blocks and ensure timely delivery.

- Ensure compliance with internal policies and international trade regulations.

**Customer Engagement & Collaboration**

- Serve as the first point of contact for both internal and external customers, providing a single point of engagement.

- Log and resolve customer complaints, escalating to Quality or Product Surveillance as needed.

- Collaborate with internal teams (planning, finance, marketing, logistics) and external partners (eg, 3PLs) to ensure smooth order fulfilment and issue resolution. Coordinate with credit and accounts receivable teams to address payment holds and related concerns.

**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

- Demonstrate sufficient knowledge of internal/external processes and procedures to troubleshoot and correct problems

- Identify and act on opportunities for continuous improvement.

**Qualifications/Education**

- Minimum 2-3 years experience of Customer Service, claims/query management, dispute management, order management and billing.

- Ability to communicate at all levels within the organisation

- Proven data analysis 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

- Able to operate in a team environment.

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**Beware of scams online or from individuals claiming to represent Convatec**

**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**

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