Customer Service Agent

Quem somos

SOBRE A ENOVIS™

A Enovis Corporation (NYSE: ENOV) é uma empresa de tecnologia médica orientada pela inovação e focada no crescimento, dedicada ao desenvolvimento de soluções clinicamente diferenciadas que geram resultados visivelmente melhores para os pacientes e transformam os fluxos de trabalho. Impulsionada por uma cultura de melhoria contínua, talento global e inovação, a ampla gama de produtos, serviços e tecnologias integradas da empresa promove estilos de vida ativos na ortopedia e além. Para mais informações sobre a Enovis, visite https://www.enovis.com.

Who We Are

ABOUT ENOVIS™

Enovis Corporation (NYSE: ENOV) is an innovation-driven medical technology growth company dedicated to developing clinically differentiated solutions that generate measurably better patient outcomes and transform workflows. Powered by a culture of continuous improvement, global talent and innovation, the Company's extensive range of products, services and integrated technologies fuels active lifestyles in orthopedics and beyond. For more information about Enovis, please visit www.enovis.com.

As suas responsabilidades | What You'll Do

Location: Enovis Business Services Lisbon

Customer Service Representative - Customer Data & Complaints Administration

Southern Europe

Enovis™ is a medical technology company focused on developing clinically differentiated solutions that generate measurably better patient outcomes and transform workflows.

Powered by a culture of continuous improvement, extraordinary talent, and innovation, we 'create better together' by partnering with healthcare professionals. Our extensive range of products, services, and integrated technologies fuel active lifestyles.

#CreatingBetterTogether

www.enovis.com

Are you passionate about patient care and helping people live active lives? Are you curious about what it means to create the next generation of medical technology and be part of a growing global company committed to Creating Better Together™?

As a key member of the Customer Service Team, you will play an integral role in supporting our European direct markets across France, BENELUX, and Italy. This position combines customer master data management and complaints administration, providing critical support to both commercial operations and quality processes.

Position Summary

Customer Service Representative and Customer Data & Complaints Administration is responsible for the creation and maintenance of customer master data as well as the administration and processing of product complaints and claims.

The role ensures the accuracy and integrity of customer records, supports compliance and audit requirements, and coordinates complaint information between Customer Service, Quality Assurance, Regulatory Affairs, and other business functions. The successful candidate will work closely with Sales, Administration, Finance, Logistics, IT, and Quality teams while delivering professional support to both internal and external stakeholders.

This critical specialist role ensures that customer records are created and maintained in line with internal policies, compliance requirements, and ERP standards.

Essential Functions

Customer Master Data & Account Administration (50%)

• Process customer account creation requests in accordance with internal policies, compliance requirements, and data quality standards.
• Validate, create, and maintain customer records within ERP systems, ensuring completeness and accuracy.
• Update existing customer accounts to reflect changes in business details, contacts, pricing structures, or compliance requirements.
• Monitor and resolve duplicate records, data discrepancies, and account-related issues in collaboration with internal stakeholders.
• Liaise with local market teams, Sales, Administration, Finance, and Logistics to ensure timely customer master data updates.
• Perform customer account validations and support credit-related checks in coordination with Finance and Accounts Receivable teams.
• Maintain reports, dashboards, and tracking files related to customer master data activities.
• Provide accurate customer documentation and support for audits, compliance reviews, and internal controls.
• Contribute to process optimization initiatives and continuous improvement of customer data management workflows.

Complaints & Claims Administration (50%)

• Receive, review, process, and close complaint and claim files relating to defective products in accordance with established procedures.
• Collect, validate, and accurately enter complaint information into company systems while maintaining data integrity.
• Transcribe and translate complaint information into English where required.
• Follow up on open complaint and claim cases to ensure adherence to established service level agreements (SLAs).
• Collaborate cross-functionally with Customer Service teams, Quality Assurance, Regulatory Affairs, and Complaint Analysts to obtain complete and accurate complaint information.
• Ensure complaint records meet internal quality and regulatory requirements.
• Support root cause investigations by providing accurate documentation and data.
• Identify opportunities for process improvement and contribute to knowledge base updates and procedural enhancements.
• Support fellow Customer Service team members and participate in cross-training initiatives as required.
• Apply proper complaint handling procedures and maintain a strong understanding of stakeholder responsibilities throughout the complaint life cycle.

What We Need

Education, Experience & Eligibility

• Minimum 2 years of experience in customer service, administration, customer data management, complaints handling, sales support, or similar operational roles.
• Experience working with ERP systems; Oracle preferred.
• Experience with Salesforce or complaint management systems highly advantageous.
• Must be legally eligible to work in Portugal.
• Availability to travel within Europe for training if required.

Skills & Competencies

• Bilingual proficiency in English and French (minimum C1/C2 level).
• Italian and Spanish language skills advantageous.
• Strong command of Microsoft Office Suite including SharePoint, Microsoft 365, and Teams.
• Excellent organizational skills with strong attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong analytical and problem-solving capabilities.
• Accurate and timely execution with a solution-oriented mindset.
• Ability to adapt to changing priorities and make sound decisions independently.
• Strong communication and stakeholder management skills.
• Team-oriented approach with a commitment to collaboration and continuous improvement.
• Ability to represent the company professionally, ethically, and with cultural awareness in all interactions

What We Offer

• You'll be part of a global team of more than 7,000 dedicated employees who are empowered to create better together every day on a worldwide scale.
• You'll make an impact in the lives of Healthcare Providers (HCPs), their patients, and the communities where we work.
• You'll enjoy a comprehensive and competitive benefits package.
• Access professional development opportunities and career growth within a global corporate structure.
• Enjoy stability and resources provided by a well-established, fast growing multinational company.
• Work in a desirable, well-established neighbourhood with modern office facilities, nearby amenities, and excellent access to public transport.
• You'll work hard and have fun doing it!
• You will be recognized for your engagement.
• Hybrid office/ remote regime.

If you are a motivated professional with experience in medical tech, sales / data operations, or customer services, we encourage you to apply and become part of our fast growing, dynamic team!

Declaração de Igualdade de Oportunidades

Na Enovis, estamos comprometidos em oferecer oportunidades de emprego iguais a todos os indivíduos. As decisões de contratação são baseadas exclusivamente no mérito, nas qualificações e nas necessidades do negócio. Mantemos uma política de tratamento igualitário para todos os colaboradores e candidatos, sem discriminação com base em raça, cor, religião, origem nacional, sexo, orientação sexual, identidade de género, idade, estatuto de veterano, deficiência ou quaisquer outras características não relacionadas com as qualificações ou desempenho profissional da pessoa.

Este compromisso estende-se a todos os aspetos do emprego, incluindo recrutamento, contratação, atribuição de funções, remuneração, formação, promoção, despromoção, transferências, despedimentos, medidas disciplinares e cessação de contrato, bem como todos os outros termos e condições de trabalho.

Equal Employment Opportunity

At Enovis, we are committed to providing equal employment opportunities to all individuals. Employment decisions are based solely on merit, qualifications, and the needs of the business. We uphold a policy of equal treatment for all employees and applicants, without discrimination based on race, color, religion, national origin, sex, sexual orientation, gender identity, age, veteran status, disability, or any other characteristics unrelated to a person's qualifications or job performance. This commitment extends to all aspects of employment, including recruitment, hiring, job assignments, compensation, training, promotion, demotion, transfers, layoffs, discipline, and separation, as well as all other terms and conditions of employment.