Hybrid Customer Care Specialist - German & SAP Expert

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

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