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, claims and queries management but additionally; reporting and KPI data. Collaboration with other areas of the business such as Finance and Masterdata.
Key Responsibilities:
Raise claims within SLA, investigate to resolution, 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.
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.
Has good interpersonal skills, able to deal at all levels, develops relationships within the organisational structure to assist in goal achievement.
Coordinate and assist with audit requirements.
Must be proficient in standard software applications including Microsoft Outlook and advanced Excel skills and to have a complete understanding of 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.
Living our values.
Ensure all work is completed within required deadlines and all audit reporting is actioned.
Must be proficient in standard software applications including Microsoft Outlook and advanced excel skills and to have a complete understanding of Sales and Distribution modules of SAP.
Demonstrate sufficient knowledge of internal/external processes and procedures to troubleshoot and correct problems.
Knowledge of Export processes.
Skills & Experience / Qualifications/Education:
Proven experience of a Customer facing, claims/query management and distribution role preferably in a Health Care environment.
Ability to communicate at all levels within the organisation.
Proven data analysing 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
Competent in using Excel/Word & Data Cubes.
Competent in using Database reporting repositories.
Reporting skills clear and concise.
Able to operate both in a Team environment and alone.
Languages:
Speaking: Fluent Business Finnish and English (Swedish is a plus).
Writing/Reading: Fluent Business Finnish and English (Swedish is a plus).
*additional languages as required depending on Customer and Market
All language skills will require written and verbal tests and the relevant market will sign off on the speaking and written skills required for their market.
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.
Our products make a big difference every day. So will your contribution. The work you do will mean more, because it’ll make things better for your team, our business, or our customers’ lives. It’ll inspire you to deliver to your very best. And we’ll be right behind you when you do.
This is a challenge more worthwhile.
This is work that’ll move you.
#LI-SF1
#LI-Hybrid
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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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