Customer Service Representative

Senior Customer Care Specialist

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 more than 10,000 colleagues, we provide our products and services in around 90 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 2024 were over $2 billion. The company is a constituent of the FTSE 100 Index (LSE:CTEC).

About the Role

Reporting to the Global Order Management Team Lead with a matrix line to the Global Customer Care Manager for Europe/USA/Canada. The Senior Customer Care Specialist sits within the Customer Service Family and is responsible for managing order entry related tasks whilst ensuring the highest customer service and key deadlines are always met.

Key Duties and Responsibilities

• To ensure all orders are placed and validated accurately within the order cut off time.
• The scope of the role is Order Management, Customer contact, list with 3PL's and Market functions and Customer Masterdata.
• EDI order maintenance and management, reviewing EDI blocked orders, Customer portals and catalogues.
• Creating Backorder & Delivery Notifications Reports.
• Daily Order Checks to ensure order 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 be clear objectives and KPI reports to support daily activity and performance measurement.

About You

You are detail-oriented, organized, a team player, and thrive in fast-paced order management, and are passionate about delivering exceptional customer service thrive in fast-paced order management environments, and bring proven experience in customer service—ideally within healthcare or distribution.

Skills & Experience Demonstrates sense of urgency in respect of ensuring work is complete quickly and accurately. Strong communication skills both oral and written ensuring desired outcomes are understood and achieved. Has good interpersonal skills, able to deal at all levels, develops relationships within the organizational structure to assist in goal achievement. Ensure all work is completed within required deadlines and all audit reporting is actioned. Coordinate and assist with audit requirements. Must be proficient in standard software applications, including Microsoft Outlook, and advance Excel skills and to have a complete understanding of Sales and Distribution models of SAP. Demonstrate sufficient knowledge of internal/external processes and procedures to troubleshoot and correct problems.

Qualifications Proven experience of Customer Service and order entry. Ability to communicate at all levels within the organization. Proven data analyzing 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.

What You'll Get:

• In-office role based in Memphis, TN.
• Competitive salary + bonus
• Training & development
• Collaborative, supportive culture

Ready to Join Us?

At Convatec, we're pioneering trusted medical solutions to improve the lives we touch. If you're ready to make a real impact, apply today and help us bring our Forever Caring promise to life.

Equal opportunities

Convatec provides equal employment opportunities for all current employees and applicants for employment. This policy means that no one will be discriminated against because of race, religion, creed, color, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical or mental disability, affectional or sexual orientation, gender identity, military or veteran status, genetic predisposing characteristics or any other basis prohibited by law.

Notice to Agency and Search Firm Representatives

Convatec is not accepting unsolicited resumes from agencies and/or search firms for this job posting. Resumes submitted to any Convatec employee by a third party agency and/or search firm without a valid written and signed search agreement, will become the sole property of Convatec. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Thank you.

Already a Convatec employee? If you are an active employee at Convatec, please do not apply here. Go to the Career Worklet on your Workday home page and View "Convatec Internal Career Site - Find Jobs". Thank you!