Customer Service Associate - German Speaker

ConvaTec Inc; Shotton; Hybrid; GBP 28,000 - 40,000; Full time

Benefits offered by this job

Hybrid working

Job summary

ConvaTec Inc. is seeking a Senior Customer Care Specialist to join the Customer Service Family. You will manage customer service tasks, ensure deadlines and KPIs are met, and handle order placement, claims within SLA, and EDI maintenance.

You will need strong communication, teamwork, and advanced Excel skills, with experience in SAP/SD modules and German language proficiency. Hybrid working with 1–2 days in the office per week will be driven by business needs.

Qualifications

• Proven experience in Customer Service and order entry.
• Ability to communicate at all levels within the organisation.
• Data analysis skills to translate tasks into action plans and timelines.
• Experience with SAP/ESKER preferred.
• Healthcare distribution experience beneficial.
• Strong motivational and teamwork abilities.
• Proficient in Excel/Word.
• Fluent in German.
• Hybrid working with 1–2 days in the office per week as required.

Responsibilities

• Place and validate orders within cut-off times.
• Raise and monitor claims within SLA; review open claims.
• Manage order management, customer service, and master data.
• EDI order maintenance; review blocked orders; use customer portals & catalogs.
• Create backorder and delivery notification reports.
• Inbox and query management; respond promptly to requests.
• Daily checks to prevent order/billing delays; audit reporting.
• Handle customer calls and ensure queries are resolved efficiently.
• Support KPI reporting and performance measures.

Skills

Communication

Interpersonal skills

Excel

Word

SAP SD

ESKER

German language

Order entry

Teamwork

Data analysis

Tools

SAP/SD modules

ESKER

Microsoft Outlook

Excel advanced

Job description

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.,

• 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.
  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
  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.