Senior Customer Service Associate

About ConvatecPioneering 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 more than 10,000 colleagues, we provide our products and services in around 90 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 2024 were over $2 billion. The company is a constituent of the FTSE 100 Index (LSE:CTEC). To learn more please visit 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 ResponsibilitiesOrder & Transaction ManagementProcess customer orders, returns, credit/debit notes, and special order types ( 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 & CollaborationServe as the first point of contact for both internal and external customers, providing a single point of engagement.Respond to inquiries via phone and email, offering product information, order updates, and general support.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 RequirementsDemonstrates 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 achievedHas good interpersonal skills, able to deal at all levels, develops relationships within the organizational structure to assist in goal achievementEnsure all work is completed within required deadlines and all audit reporting is actionedCoordinate and assist with audit requirementsMust 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 SAPDemonstrate sufficient knowledge of internal/external processes and procedures to troubleshoot and correct problemsIdentify and act on opportunities for continuous improvement.Qualifications/EducationMinimum 2-3 years experience of Customer Service, claims/query management, dispute management, order management and billing.Ability to communicate at all levels within the organisationProven 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 skillsCompetent in using Excel/WordFluency, both written and verbal in Portuguese, Spanish and English (Candidates who do not meet this requirement will be disqualified).Able to operate in a team environment.At Convatec, we're pioneering trusted medical solutions to improve the lives we touch. If you're ready to make a real impact, apply today and help us bring our Forever Caring promise to life.#LI-MF1#LI-HybridBeware of scams online or from individuals claiming to represent ConvatecA 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 .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.