Customer Service Associate

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 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

Key Responsibilities

Order & Transaction Management

• Process customer orders returns credit/debit notes and special order types (e.g.. samples rebates) in SAP.

• Maintain accurate customer master data and price lists.

• Monitor and resolve order blocks and ensure timely delivery.

• Ensure compliance with internal policies and international trade regulations.

Customer Engagement & Collaboration

• Serve as the first point of contact for both internal and external customers providing a single point of engagement.

• Respond to inquiries via phone and email offering product information order updates and general support.

• Log and resolve customer complaints escalating to Quality or Product Surveillance as needed.

• Collaborate with internal teams (planning finance marketing logistics) and external partners (eg 3PLs) to ensure smooth order fulfilment and issue resolution. Coordinate with credit and accounts receivable teams to address payment holds and related concerns.

Key Requirements

• 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 organizational structure to assist in goal achievement

• Ensure all work is completed within required deadlines and all audit reporting is actioned

• 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

• Identify and act on opportunities for continuous improvement.

Qualifications/Education

• Minimum 2-3 years experience of Customer Service claims/query management dispute management order management and billing.

• Ability to communicate at all levels within the organisation

• Proven data analysis skills and an ability to translate tasks into action plans and deliver to timelines.

• Experience and knowledge of SAP/ESKER (preferable)

• Proven experience in Customer/Distribution preferably in a Health Care Environment Strong motivational skills

• Competent in using Excel/Word

• Fluency both written and verbal in Portuguese Spanish and English (Candidates who do not meet this requirement will be disqualified).

• Able to operate in a team environment.

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.

#LI-MF1

#LI-Hybrid

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 youre unsure please contact us at .

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!