Customer Service Representative

Enovis; Watford; Hybrid; GBP 32,000 - 45,000; Full time

Benefits offered by this job

Competitive benefits

Professional development

Hybrid/remote work

Job summary

Enovis is seeking a passionate Senior Customer Service professional to join our European team. You’ll be the key contact for customers, manage accounts, process orders, and resolve inquiries with professionalism and care.

You’ll provide product guidance, collaborate with Sales Operations, Pricing & Master Data, and Accounts Receivable to ensure accurate orders and excellent service. The role offers a hybrid office/remote regime, with development opportunities within a global medical technology

Qualifications

• 4+ years of experience in a customer service role.
• Proven track record driving process improvements.
• Legally eligible to work in EU and able to travel internationally.

Responsibilities

• Receive and process incoming customer orders accurately.
• Communicate order issues to field Sales and Customers.
• Maintain data integrity during order entry.
• Manage orders from entry through delivery and resolve billing issues.
• Collaborate with cross-functional teams to ensure accurate information.
• Monitor KPIs and identify training needs.
• Provide daily phone support and maintain voice activity.
• Support holiday planning and business continuity.

Skills

Communication

Interpersonal skills

ERP systems

MS Office

Tools

Oracle

Salesforce

SharePoint

MS Teams

Job description

Enovis™ is a medical technology company focused on developing clinically differentiated solutions that generate measurably better patient outcomes and transform workflows.

Powered by a culture of continuous improvement, extraordinary talent, and innovation, we 'create better together' by partnering with healthcare professionals. Our extensive range of products, services, and integrated technologies fuel active lifestyles.

Are you passionate about patient care and helping people live active lives? Are you curious about what it means to create the next generation of medical technology and be part of a growing global company committed to Creating Better Together™?

As a key member of the Customer Service Team, you will play an integral part in supporting the various business units of our European direct markets.

Position Summary

We’re looking for a passionate and energetic Customer Service Senior to join our team. In this role, you’ll be the key point of contact for our customers - managing accounts, processing orders, and resolving inquiries and concerns with professionalism and care.

As a Senior Agent, you’ll bring a strong understanding of our products and services, coupled with excellent communication skills and a solutions-oriented mindset. Your ability to stay organized, proactive, and focused on customer satisfaction will make you an invaluable part of our team. You will also provide technical guidance and operational support to your local CS team.

Essential Functions

• Receive and process incoming customer orders accurately
• Communicate order and fulfillment issues to field Sales and Customers
• Ensure record accuracy by maintaining data integrity during the order entry process
• Manage orders from entry through delivery, resolving billing issues promptly
• Collaborate cross-functionally with Customer Service Teams, Sales Operations, Pricing & Master Data, and Accounts Receivable teams to ensure accurate order and customer information
• Identify and suggest process improvements and contribute to knowledge base updates
• Support fellow Customer Service team members as needed
• Follow up on internal holds related to customer credits
• Apply proper complaint handling procedures and understand stakeholder roles
• Provide daily phone support and maintain voice communication activity
• Oversee daily operations, onboarding, and system housekeeping while ensuring consistent service delivery
• Manage team absences, support holiday planning, and secure business continuity through effective backup planning/activation and proactive team communication
• Monitor team KPIs, performance SLA’s, and identify training needs
• A strong team player, capable of influencing and engaging effectively at all organizational levels
• Highly adaptable and flexible, capable of adjusting to changing priorities

What We Need Education, Experience and Eligibility:

• Minimum 4+ years of experience in a customer service role
• Proven track record driving process improvement initiatives
• Must be legally eligible to work in EU and able to travel internationally

General Skills and Competencies:

• Excellent verbal and written communication skills.
• Strong interpersonal skills with aptitude in building relationships with professionals of all levels.
• Experience working with ERP systems: Oracle, Salesforce preferable.
• Strong command of MS Office Suite incl SharePoint, MS 365 and Teams.
• Accurate and timely execution with a solution-based approach.
• Multi-task, embrace change and innovate in a fast-paced environment.
• Analyze data to identify trends and root cause issues.
• Adapt in a dynamic work environment and make independent decisions.
• Versatility, attention to detail, organizational skills, and team-work spirit.
• Represent the company professionally, ethically, and morally demonstrating cultural awareness, always.
• Work closely with regional and global teams to optimise processes and improve system

What We Offer

You’ll be part of a global team of more than 7,000 dedicated employees who are empowered to create better together every day on a worldwide scale.

You’ll make an impact in the lives of Healthcare Providers (HCPs), their patients, and the communities where we work.

You’ll enjoy a comprehensive and competitive benefits package.

Access professional development opportunities and career growth within a global corporate structure.

Enjoy stability and resources provided by a well-established, fast growing multinational company.

Work in a desirable, well-established neighbourhood with modern office facilities, nearby amenities, and excellent access to public transport.

You’ll work hard and have fun doing it!

You will be recognized for your engagement.

Hybrid office/ remote home office regime.