Senior Customer Service Representative

Enovis; Lisboa; Híbrido; EUR 38 000 - 52 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Hybrid office/ remote home office

Resumo da oferta

Enovis is seeking a Senior Customer Service Representative for the DACH region, based in Lisbon, Portugal. You will be the primary contact for customers, manage orders from entry to delivery, and resolve inquiries with a professional, solutions‑oriented approach.

The role offers hybrid office/remote home office regime and travel may be required. You will support European direct markets, collaborate with cross‑functional teams, and provide guidance to the local CS team while maintaining high

Qualificações

• 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 MSOffice Suite incl SharePoint, MS 365 and Teams.

Responsabilidades

• 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 SLAs, 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

Conhecimentos

Verbal communication

Interpersonal skills

Customer service

MS Office Suite

Formação académica

German language proficiency (C2)

English proficiency

Ferramentas

Oracle

Salesforce

SharePoint

MS Teams

Descrição da oferta de emprego

Quem somos

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.

SOBRE A ENOVIS™

As a key member of the Customer Service Team, you will play an integral part in supportingthe variousbusinessunits of our European direct markets.

As suas responsabilidades | What You'll Do

SeniorCustomer ServiceRepresentative–DACH(Permanent, Full Time)Germanand English

Location: Global Business TechnologyHub –Lisbon, Portugal

#CreatingBetterTogether

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 supportingthe variousbusinessunits of our European direct markets.

Position Summary

We’re looking for a passionate and energetic CustomerServiceSeniortojoin 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 aSeniorAgent, 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 alsoprovidetechnical guidance andoperationalsupporttoyour localCS team.

Essential Functions

• Receive and process incoming customer orders accurately
• Communicate order and fulfillment issues tofieldSalesand Customers
• Ensure record accuracy by maintaining data integrity during the order entry process
• Manage orders from entry through delivery, resolving billing issues promptly
• Collaboratecross-functionally withCustomer ServiceTeams,SalesOperations, 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
• MonitorteamKPIs, performanceSLA’s, andidentifytraining 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

WhatWeNeed

Education, Experienceand Eligibility:

• Minimum4+ 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
• Fullfluency inGerman-native or C2 minimum+ solid English comprehension / communication.

General SkillsandCompetencies:

• Excellent verbal and written communication skills.
• Strong interpersonal skills with aptitude in building relationships with professionals of all levels.
• Experience working withERP systems: Oracle,Salesforcepreferable.
• Strong command of MSOffice SuiteinclSharePoint, MS 365 and Teams.
• Accurate and timely executionwith 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,organizationalskills, and team-work spirit.
• Represent the company professionally, ethically, and morallydemonstratingcultural awareness, always.
• Work closely with regional and global teams tooptimiseprocesses 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 growingmultinational 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/ remotehome officeregime.

Declaração de Igualdade de Oportunidades

Equal Employment Opportunity