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 http://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.

　　Job Description

　　As a Global Lead Customer Care Specialist, you will work in the analytics team that sits within the larger Customer Service Department. Using data analysis tools, you will be responsible for analyzing and reporting on a variety of customer service datasets, with the aim of identifying trends and opportunities that enable Convatec to deliver an excellent customer experience. Alongside this, the position includes SAP/EDI problem-solving and project management. Through this, you will play a pivotal role in the continuous improvement of processes and systems used within the customer service team. A successful candidate must have a strong analytical mindset with experience with in-depth data analysis and a desire to resolve issues and look for the detail in all areas of work.

　　Roles/Responsibilities

　　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 Team Lead.

　　Management and support of Customer Service and Supply Chain projects.

　　Support of the Customer Loyalty, Preferred Partner and Cost to Serve programs.

　　Create and maintain a suite of KPI reports and dashboards.

　　Ad hoc reporting and analysis 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 and 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).

　　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.

　　Develop and demonstrate sufficient knowledge of internal/external processes and procedures to troubleshoot and correct problems.

　　Develop close working relationships within Convatec Supply Chain teams to ensure full systems utilization, reporting and progressive customer service projects.

　　Key Requirements

　　Strong reporting and analytical skills.

　　Proficient in standard software applications, with an understanding of SAP and a strong understanding of Excel, Power BI and Power Query.

　　Customer oriented with a proactive attitude.

　　The 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.

　　Proficient communicator, both written and verbal.

　　Ability to translate tasks into action plans.

　　Able to operate in a team environment.

　　Qualifications/Education

　　University degree or equivalent based on experience.

　　More than 2 years of experience in a similar analyst role

　　Proven experience of project management, including being solution-orientated, ability to work on tight deadlines, prioritise and a driver to accomplish results.

　　Principle Contacts

　　Internal

　　Teams within Supply Chain

　　Commercial colleagues

　　Finance Teams

　　Masterdata

　　SAP teams within the Market at all levels

　　External –

　　Customers

　　3PL Providers

　　EDI Providers

　　Audit Teams

　　IBM Technical Team

　　Travel Requirements

　　Limited ad-hoc travelling required, not on a regular basis. Most trips will include overnight travel

　　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-PD2

　　#LI-Hybid

　　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 [email protected] .

　　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!