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.Group revenues in 2022 were over $2 billion. The company is a constituent of the FTSE 100 Index (LSE: CTEC). To learn more about Convatec, please visit www.convatecgroup.com.We are guided by our five core values, that shape the way we work, every day: Improve Care, Deliver Results, Grow Together, Own It and Do What's Right.Reporting to the Manager of Customer Care, this role is the first point of contact for our customers, being a trusted source of information for them.Responsibilities:Primary Customer and 3PL liaison, claims and queries management, and additionally, reporting and KPI data.Key responsibilities:Raise claims within SLA, investigate to resolution, and communicate outcomes.Measures of success in the role will be by clear objectives and KPI reports to support daily activity and performance measurement.Identify opportunities for continuous improvement.Demonstrate a sense of urgency in respect of ensuring work is completed quickly and accurately.Strong communication skills both oral and written ensuring desired outcomes are understood and achieved.Good interpersonal skills, able to deal at all levels, and develop relationships within the organisational structure to assist in goal achievement.Coordinate and assist with audit requirements.Proficient in standard software applications including Microsoft Outlook and advanced Excel skills and have a complete understanding of the Sales and Distribution modules of SAP.Demonstrate sufficient knowledge of internal/external processes and procedures to troubleshoot and correct problems.Act with empathy and respect in all transactions.Ensure all work is completed within required deadlines and all audit reporting is actioned.Knowledge of Export processes.Skills & Experience / Qualifications / Education:Proven experience in customer-facing roles, claims/query management, and distribution role preferably in a healthcare environment.Ability to communicate at all levels within the organisation.Proven data analyzing skills and an ability to translate tasks into action plans and deliver to timelines.Strong motivational skills.Fully competent in oral and written communications and must be able to demonstrate proven interpersonal skills.Reporting skills are clear and concise.Able to operate both in a team environment and alone.Multilingual Proficiency: Fluency in English is required. Proficiency in an additional language such as French, German, or Spanish is mandatory.Principal Contacts & Purpose of Contact:Internal Teams within the Supply Chain, Commercial Colleagues, and Finance Teams within the Market at all levels.External Customers, 3PL Providers and Freight Forwarders.Travel Requirements:The position may involve some travel. Most trips will include overnight travel.Working Conditions:Hybrid working days per week in the office driven by business requirements as Convatec has a flexible approach to office working.Special Factors:Hours of work will be aligned to the Market requirement and the public holidays will also be aligned to the market that the Customer Service Associate works within.You will also be required to work a shift pattern as required by the Team and Market hours of Business.Our transformation will change your career. For good. You'll be pushed to think bigger and aim for excellence. Your ideas will be heard, and you'll be supported to bring them to life.There'll be challenges. But, stretch yourself and embrace the opportunities, and you could make your biggest impact yet.This is stepping outside of your comfort zone. This is work that'll move you.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.
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