Lead Customer Care Specialist

Job Description

Pioneering trusted medical solutions to improve the lives we touch: Convatec is a global medical products and technologies company, focused on solutions for the management of chronic conditions, with leading positions in advanced wound care, ostomy care, continence care, and infusion care. With around 10,000 colleagues, we provide our products and services in almost 100 countries, united by a promise to be forever caring. Our solutions provide a range of benefits, from infection prevention and protection of at-risk skin, to improved patient outcomes and reduced care costs. Convatec’s revenues in 2023 were over $2 billion. The company is a constituent of the FTSE 100 Index (LSE:CTEC). To learn more about Convatec, please visit Convatec Group . At Convatec, we’re transforming our business for the better. Better products. Better ways of working. And better ways of delivering for our customers and each other. We’re aiming for nothing short of excellence. Join us on our journey to #ForeverCaring as a Lead Customer Care Specialist, and you’ll do the same. Reporting to the Global Analytics Team Lead, the Lead Customer Care Specialist sits within the Customer Service Family and is responsible for Global Customer Service Projects, Customer, Internal and KPI Reporting, SAP Customer Service related changes, Customer Service Surveys and Building and Maintaining BSI Standards, supporting a multicultural Order Entry Team whilst ensuring the highest Customer Service and key deadlines are always met. Responsibilities: Investigate queries received by all areas of the business, including Global Customer Service and Order Entry Team, Team Leads, the Market, or as requested by the Global Analytics Customer Care Advisor III. Support various customer service and supply chain projects. Support the Customer Loyalty, Preferred Partner and Cost to serve programs. Create a suite of KPI reports to support data for cost savings. Generate reports for the global Customer Service organization where required. Support all Customer Services Teams, working closely with Distribution Analysts, Supply Planners and Collections as required. Document and manage processes for the Global Customer Services Teams in line with audit requirements. Support all areas of the business with SAP changes that will affect Customer Service, communicating with the SAP team and OTC Managers. Provide EDI SAP support for Customer Service teams for all aspects of EDI, including IDOC monitoring and resolution, managing changes within SAP to support process improvement, and communicating with the external Technical Team on projects for all markets. Demonstrate strong communication skills both oral and written ensuring desired outcomes are understood and achieved. Exhibit good interpersonal skills, able to deal at all levels. Ensure all work is completed within required deadlines and all audit reporting is actioned. Support and develop close ties with the external Technical Team (IBM). Continuously look for ways to improve the processes for Global Customer Service. Help achieve and promote NPS through the Voice of the Customer Survey, Customer Satisfaction, and retention to build relationship management strategies. Build BSI Standards and ensure they are maintained across Customer Service. Step into the Team Lead position to cover when required. Be fully conversant with all aspects of the company organizational structure and demonstrate sufficient knowledge of internal/external processes and procedures to troubleshoot and correct problems. Demonstrate a sense of urgency in completing work quickly and accurately. Develop close working relationships within Convatec Supply Chain teams to ensure full systems utilization, reporting, and progressive customer service projects. Be proficient in standard software applications, with complete understanding of SAP, Advanced Excel, Power BI, and Power Query. Skills & Experience: More than 2 years of experience in a similar analyst role. Customer oriented with a pro-active attitude. Good communication and collaboration skills. Ability to partner with and influence others without direct authority; build consensus and look for collaboration with people from different departments and all levels within the organization. Experience successfully working with commercial and customer service teams. Good reporting and analytical skills. SAP experience and knowledge desirable. Familiarity with common reporting tools. Data analyzing skills with a full level of competence in using Excel with Power Query. Competent in using Database reporting repositories, as well as a strong knowledge of Power BI. Ability to translate tasks into action plans. Excellent reporting skills. Proficient communicator both written and verbal. Able to operate in a Team environment. Qualifications/Education: University degree or equivalent based on experience. Proven experience of project management, including being solution-oriented, ability to work on tight deadlines, prioritize, and a drive to accomplish results. Our products make a big difference every day. So will your contribution. The work you do will mean more, because it’ll make things better for your team, our business, or our customers’ lives. It’ll inspire you to deliver to your very best. And we’ll be right behind you when you do. This is a challenge more worthwhile. This is work that’ll move you. #J-18808-Ljbffr