Order & Customer Care Specialist (SAP/EDI)

ConvaTec Inc.; United Kingdom; Hybrid; GBP 32,000 - 52,000; Full time

Job summary

Convatec is seeking a Senior Customer Care Specialist to join the Customer Service family. The role reports to the Customer Care Team Lead with a matrix line to the Global Customer Care Manager and focuses on order management, customer contact, and 3PL liaison.

You will handle order validation, SLA-driven claim processing, EDI maintenance, reporting, and frequent KPI driven performance reviews. German language proficiency is required, and hybrid office attendance is expected.

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

• 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 3PLs 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

Sense of urgency

Strong communication

Interpersonal skills

Audit reporting

SAP

ESKER

Microsoft Outlook

Excel (advanced)

SAP SD

Fluent English

Fluent German

Education

Proven experience of Customer Service and order entry

Tools

SAP

ESKER

Microsoft Outlook

Excel

Job description

Convatec is seeking a Senior Customer Care Specialist to join the Customer Service family. The role reports to the Customer Care Team Lead with a matrix line to the Global Customer Care Manager and focuses on order management, customer contact, and 3PL liaison.

You will handle order validation, SLA-driven claim processing, EDI maintenance, reporting, and frequent KPI driven performance reviews. German language proficiency is required, and hybrid office attendance is expected.