Customer Service Associate - German Speaker

Convatec; Connah's Quay; Hybrid; GBP 28,000 - 36,000; Full time

Job summary

Convatec is seeking a Senior Customer Care Specialist to join our UK-based team, reporting to the Customer Care Team Lead with matrix support from the Global Customer Care Manager. You will manage customer service tasks, ensure orders are validated within cut-off times, and drive SLA-compliant claims and data accuracy across SAP processes.

In this hybrid role, you will collaborate with 3PLs, market functions, and internal teams to maintain master data, run EDI/order reports, and respond promptly

Qualifications

• 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.

Responsibilities

• Manage orders and validate within order cut-off times.
• Raise claims within SLA, review and follow up.
• Oversee Order Management, Customer Service, and master data liaison with 3PLs and Market functions.
• EDI order maintenance & management, review of blocked orders, customer portals & catalogs.
• Create Backorder and Delivery Notification Reports.
• Email inbox management and quick query responses.
• Daily checks to maintain billing blocks and prevent delays.
• Respond to customer calls and resolve queries efficiently.
• Meet KPIs and provide daily activity performance reports.

Skills

Urgency

Communication

Interpersonal skills

Audit reporting

SAP

Excel

Team collaboration

Education

Healthcare experience

SAP knowledge

Tools

SAP

ESKER

Job description

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.

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.

About Convatec

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 over 10,000 colleagues, we provide 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, treatment for hard to heal wounds, at-risk skin and ulcerated tissue to supporting debilitating conditions, improved patient outcomes and reduced care costs. Convatec’s revenues in 2025 were over $2 billion. The company is a constituent of the FTSE 100 Index (LSE:CTEC). To learn more please visit: http://www.convatecgroup.com.