Senior Customer Care & Order Management Specialist

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

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.