Customer Service Associate

Customer Service Associate
Viseu
Viseu, Viseu District, Portugal

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
- 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

The Customer Service Associate sits within the Order to Cash Family and is responsible for managing a multicultural team, whilst ensuring the highest Customer Service and key deadlines are met.

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