Lead Customer Care Specialist

7 months ago

Deeside, United Kingdom ConvaTec Full time

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).

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.

**Role Summary**

Reporting to the Global Analytics Team Lead with a matrix line to the Global Customer Care Manager for Europe/USA/Canada.

The Global 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.
- 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
- Support of the Customer Loyalty, Preferred Partner and Cost to serve programs.
- Reporting, clear and concise such as
- Customer Service reports
- Customer reports
- Ad-Hoc reporting
- Create a suite of KPI reports to support the PPP
- 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
- 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.
- Strong communication skills both oral and written ensuring desired outcomes are understood and achieved
- Has 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 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.
- Be required to step into the Team Lead position to cover when required.
- Fully conversant with all aspects of the company organizational structure.
- Act with empathy and respect in all transactions.
- Demonstrate sufficient knowledge of internal/external processes and procedures to troubleshoot and correct problems.
- Has good interpersonal skills, able to deal at all levels, develops relationships within the organisational structure to assist in goal achievement.
- Demonstrates 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
- Develop close working relationships within Convatec Supply Chain teams to ensure full systems utilization, reporting and progressive customer service projects.
- Promotes high standard of communication within all levels of the organizational structure

**Key Requirements**
- Customer oriented with 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.
- Important to have experience successfully working with commercial and customer service teams.
- Good reporting and analytical skills
- SAP experience and knowledge desirable
- Familiarity and knowledge 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 t

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