Senior Customer Care Specialist

About Convatec

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). To learn more please visit http://www.convatecgroup.com

Customer Care includes post-sale technical and/or non-technical customer service and support across multiple sub-families for business and/or end-consumer customers including: Remote Customer Service: Providing customer service and support via phone, online chat, or text including:
•Call center-based customer support in response to a high volume of low complexity inquiries
•Customer issues analysis and resolution (typically performed in an office environment) in response to a lower volume of higher complexity inquiries Distribution Center Customer Service: Performed in a distribution center, product returns/repair center, or field walk-in customer service facility including:
•Acting as liaison between customers, production and distribution departments related to specific customer orders
•Providing technical and non-technical customer support in a walk-in service centerRequires broad knowledge of operational procedures and tools obtained through extensive work experience and may require vocational or technical education. May require the following proficiency: • Works under limited supervision for routine situations. • Provides assistance and training to lower level employees. • Problems typically are not routine and require analysis to understand.

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 include primary Customer and 3pl liaison, order entry, claims and queries management but additionally; reporting and KPI data.  Collaboration with other areas of the business such as Finance and Masterdata.

We’re looking for an experienced professional to handle customer queries via phone and email, as well as manage credit/debit and return claims.

Key Responsibilities:

• Process claims within SLA, investigate issues, and communicate outcomes.
• Process orders using various tools for order entry
• Ensure accuracy and efficiency in daily tasks, measured through KPIs.
• Identify process improvements and act with urgency to resolve queries.
• Maintain strong communication and interpersonal skills.
• Support audits and ensure compliance with reporting requirements.

What We’Re Looking For:

• Previous experience in customer service, orders entry, claims management, or a similar role.
• Proficiency in Excel and Outlook; SAP experience is a plus.
• Strong analytical and problem-solving skills.
• Ability to work independently and within a team.

If you have a background in handling customer queries, orders, claims and want to join a dynamic team, apply today!

Languages:

•  Speaking: Fluent Business Polish and English
• Writing/Reading: Fluent Business Polish and English

Working Conditions: (Applicable local workplace laws and statutes should be included in the description of working conditions)

• Hybrid working – days per week in the office driven by business requirements as Convatec has a flexible approach to office working.  Applicable local workplace laws and statutes should be included in the description of working conditions.

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.

You will also be required to work a shift pattern as required by the Team and Market hours of Business.

Beware of scams online or from individuals claiming to represent Convatec

A formal recruitment process is required for all our opportunities prior to any offer of employment. This will include an interview confirmed by an official Convatec email address.

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. If you’re unsure, please contact us at careers@Convatec.com.

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!