Team Lead, Order Management

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 at-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

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 at-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 Role :

Reporting to the Order to Cash Tower Lead, the Team Lead, Order Management & Customer Service 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 3pl's to ensure orders are dispatched / collected on time
• Providing technical and non-technical customer support
• Training, coaching, development, and performance management of teams
• Reviewing KPI's 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 121's reviewing KPI's, development & training plan, completing mid-year and end of year reviews or when required by Customer Care Manager

About you :

Languages :

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, we're pioneering trusted medical solutions to improve the lives we touch. If you're 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.

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