Customer Service Team Lead

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 10000 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. Convatecs revenues in 2024 were over $2 billion. The company is a constituent of the FTSE 100 Index (LSE:CTEC). To learn more please visit

The Role:

Reporting to the Customer Care Manager with a matrix line to the Director of Customer Care for Europe/USA/Canada.

The Customer Service Team Lead sits within the Customer Service Family and is responsible for managing a multicultural Team whilst ensuring the highest Customer Service and key deadlines are met.

Key Responsibilities:

• Leading a Multicultural Order Management Team ensuring all orders are entered within required timeframes across multiple time zones.

• Builds and maintains strong working relationships within own team and all internal departments across the business.

• Foster relationship management with internal and external customers based on KPI data to improve efficiencies and customer satisfaction working with internal partners and business units to identify cost saving opportunities.

• Demonstrates a sense of urgency in respect of maintaining Customer Service levels and resourcing across teams. Meeting deadlines accurately with minimal supervision.

• Management of daily reports eg Delivery Notification reports Backorder Reports etc

• Liaise with 3pls to ensure orders are shipped and delivered within the required time-frames

• Ensure daily & month end checks are completed within the Team

• Acting as liaison between customers production and distribution departments related to specific customer orders

• Providing and creating export documentation working with 3pls to ensure orders are dispatched/collected on time

• Providing technical and non-technical customer support

• Training coaching development and performance management of teams

• Reviewing KPIs looking at trends root cause analyse and preventative actions to improve efficiencies

• Assist with recruitment and onboarding of new staff retention staff changes and resourcing across teams

• Demonstrates sufficient knowledge of internal/external processes and procedures to troubleshoot and correct problems

• Managing projects/processes working independently with limited supervision

• People management skills coaching and reviewing the work of lower-level professionals weekly & monthly 121s reviewing KPIs development & training plan completing mid-year and end of year reviews or when required by Customer Care Manager

About you:

• Strong leadership qualities with proven motivational skills
• Ability to communicate at all levels within the Organisation.
• Proven experience in Customer/Distributor Care preferable within a Health Care Environment.
• Agile leader with excellent interpersonal and communication skills and able to organize and manage multiple projects.
• 4 Years Proven experience of Managing Customer Services Teams.
• Industry memberships
• Experience and proficient in EDI processes.
• Proficient in standard Microsoft software applications with complete understanding of Sales & Distribution modules in SAP & advanced MS excel and reporting skills
• Proven data analysing skills and an ability to translate tasks into action plans and deliver to timelines. Must be competent in using Excel/Word & Data Cubes
• Systems based experience with SAP & Proficient in standard software applications with complete understanding of excel word and PowerPoint.
• Understanding of supply chain principles and operations

Working conditions: 1/2 days per week in the office will be driven by business requirements as Convatec has a flexible approach to office working.

Travel Requirements: Position may involve travel. Most trips will include overnight travel.

Ready to join us

At Convatec were pioneering trusted medical solutions to improve the lives we touch. If youre ready to make a real impact apply today and help us bring our Forever Caring promise to life

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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.

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.

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