Global Customer Care Specialist: SAP/EDI, Order Mastery

Convatec; Wales; Hybrid; GBP 28,000 - 42,000; Full time

Benefits offered by this job

Hybrid working

Job summary

Convatec is seeking a Senior Customer Care Specialist in the UK (Wales) to manage customer service tasks, ensuring timely order processing and SLA compliance. The role requires strong communication, SAP/ESKER experience, and the ability to operate across 3PLs and market functions. The position offers hybrid working with 1-2 days in the office.

German language proficiency is required. You will report to the Customer Care Team Lead within Global Customer Care and contribute to KPI-driven

Qualifications

• Proven experience of Customer Service and order entry.
• Ability to communicate at all levels within the organisation.
• Proven data analysing skills and 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

• Ensure all orders are placed & validated accurately within the order cut off time.
• Ensure all claims are raised within SLA, open claims checked, reviewed and followed up.
• Manage Order Management, Customer Service, Customer contact, liaison with 3PLs and Market functions and Customer Masterdata.
• EDI order maintenance & management, reviewing EDI blocked orders, Customer portals & catalogues.
• Create 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.
• Respond to customer telephone calls, ensuring queries are answered efficiently.
• Measures of success will be KPIs and daily activity reporting.

Skills

Urgency

Communication

Interpersonal skills

Audit reporting

Audit requirements

Excel

SAP SD

Troubleshooting

Tools

SAP/ESKER

Job description

Convatec is seeking a Senior Customer Care Specialist in the UK (Wales) to manage customer service tasks, ensuring timely order processing and SLA compliance. The role requires strong communication, SAP/ESKER experience, and the ability to operate across 3PLs and market functions. The position offers hybrid working with 1-2 days in the office.

German language proficiency is required. You will report to the Customer Care Team Lead within Global Customer Care and contribute to KPI-driven