Customer Care Analyst

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. 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. This position it's for a Maternity Cover until February 2027. Responsible for investigating queries received by all areas of the business, including (but not limited to) Global Customer Service and Order Entry Team, Team Leads, the Market, or as requested by the Global Analytics Customer Care Advisor III. Support of various customer service and supply chain projects Customer Service reports Ad-Hoc reporting Create a suite of KPI reports to support the data for cost savings Generate reports for the global Customers 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 Key point of contact for price entry, rebate requests and system updates - Providing reports and data analysis relating to pricing when required Support all areas of the business with SAP changes that will affect Customer Service, communicating with the SAP team and OTC Managers. EDI SAP support for Customer Service teams for all aspects of EDI, including (but not limited to) IDOC monitoring and resolution, managing changes within SAP to support process improvement, communicating with the external Technical Team on projects for all markets. Support and develop close ties with the external Technical Team (IBM). Continuously look for ways to improve the processes for Global Customer Service Help to achieve and promote NPS through the Voice of the Customer Survey, also Customer Satisfaction and retention to build relationship management strategies Building BSI Standards and ensuring that they are maintained across Customer Service. Demonstrate sufficient knowledge of internal/external processes and procedures to troubleshoot and correct problems, ensuring excellent Customer Service Develop close working relationships within Convatec Supply Chain teams to ensure full systems utilization, reporting and progressive customer service projects. Proficient in standard software applications, with complete understanding of SAP, must be proficient in standard software applications and have a complete understanding of Sales and Distribution modules of SAP, Advanced Excel, Power BI and Power Query. More than 2 years of experience in a similar analyst role Important to have experience successfully working with commercial and customer service teams. SAP experience and knowledge desirable 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 Proven experience of project management, including being solution-orientated, ability to work on tight deadlines, prioritise and a driver to accomplish results Hybrid work - 35 hours per week - Monday to Friday 8.30 am to 4 pm 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. Beware of scams online or from individuals claiming to represent Convatec If you receive a suspicious approach over social media, text message, email or phone call about recruitment at Convatec, do not disclose any personal information or pay any fees whatsoever. 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. Go to the Career Worklet on your Workday home page and View "Convatec Internal Career Site - Find Jobs".