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 http://www.convatecgroup.com
Position Overview
The Product Specialist plays a pivotal role within the Customer Interaction Centre, serving as a knowledgeable and empathetic representative of Convatec, you will guide customers with integrity and expertise, embodying the company’s values in every interaction.
You will be responsible for articulating the value of Convatec’s products and services with clarity and empathy, helping customers navigate their options with confidence. Your ability to communicate effectively, combined with a proactive and solutions‑focused mindset, will be key to enhancing customer satisfaction, strengthening brand reputation, and driving sustainable growth in market share.
Success in this role requires a deep understanding of customer needs, a passion for improving patient outcomes, and a collaborative spirit that contributes to a high‑performing team environment.
Key Responsibilities
* Engage directly with End Users and Healthcare Professionals to provide expert guidance on Convatec solutions.
* Achieve agreed Key Performance Indicators (KPIs), including Convatec new customer starts (NCS) and Net Promoter Score (NPS).
* Conduct follow‑ups with End Users to discuss products and services, applying solution‑based selling techniques to facilitate conversions to Convatec offerings.
* Generate new sales opportunities through inbound and outbound calls, email, and Live Chat channels.
* Demonstrate awareness of wound, stoma, and continence conditions, offering tailored product recommendations that meet individual customer needs.
* Drive personal performance by embodying Convatec’s values and consistently meeting sales KPIs.
* Effectively manage workload and maintain an up‑to‑date sales pipeline while delivering world‑class service to End Users.
* Stay informed about new products and services to ensure accurate and current information is shared with customers.
* Use databases proficiently to capture essential customer information and identify further opportunities through data insights.
* Adhere to departmental Standard Operating Procedures (SOPs), understanding the rationale behind them and actively seeking opportunities for continuous improvement.
Skills & Experience
* High levels of empathy with active listening skills
* Problem solver, able to deal effectively and professionally with end user and healthcare professional queries
* Ability to work collaboratively with internal and external stakeholders
* High level of organisational skills and ability to prioritise workload whilst multitasking
* Excellent verbal, written and face‑to‑face communication skills
* Strong keyboard skills, including advanced knowledge of Word, Excel and note writing
* Ability to work independently and as a team
* Proven track record of working towards KPI’s and targets
* Attention to detail with a high level of accuracy
* Telephony and CRM system experience
Qualifications/Education
* Proven track record in a Sales Role
* Experience of recognising sales opportunities
Working Conditions
* Hybrid working 3 days per week in the office
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, sexual orientation, gender identity, military or veteran status, genetic predisposing characteristics or any other basis prohibited by law.
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