Senior Customer Service Representative

Senior Customer Service Representative – DACH (Permanent, Full Time) German and English 

Location: Global Business Technology Hub – Lisbon, Portugal 

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 part in supporting the various business units of our European direct markets. 

Position Summary 

We’re looking for a passionate and energetic Customer Service Senior to join our team. In this role, you’ll be the key point of contact for our customers - managing accounts, processing orders, and resolving inquiries and concerns with professionalism and care. 

As a Senior Agent, you’ll bring a strong understanding of our products and services, coupled with excellent communication skills and a solutions-oriented mindset. Your ability to stay organized, proactive, and focused on customer satisfaction will make you an invaluable part of our team. You will also provide technical guidance and operational support to your local CS team. 

Essential Functions  

• Receive and process incoming customer orders accurately 

• Communicate order and fulfillment issues to field Sales and Customers 

• Ensure record accuracy by maintaining data integrity during the order entry process 

• Manage orders from entry through delivery, resolving billing issues promptly 

• Collaborate cross-functionally with Customer Service Teams, Sales Operations, Pricing & Master Data, and Accounts Receivable teams to ensure accurate order and customer information 

• Identify and suggest process improvements and contribute to knowledge base updates 

• Support fellow Customer Service team members as needed 

• Follow up on internal holds related to customer credits 

• Apply proper complaint handling procedures and understand stakeholder roles 

• Provide daily phone support and maintain voice communication activity 

• Oversee daily operations, onboarding, and system housekeeping while ensuring consistent service delivery 

• Manage team absences, support holiday planning, and secure business continuity through effective backup planning/activation and proactive team communication 

• Monitor team KPIs, performance SLA’s, and identify training needs 

• A strong team player, capable of influencing and engaging effectively at all organizational levels 

• Highly adaptable and flexible, capable of adjusting to changing priorities 

 
What We Need 
Education, Experience and Eligibility: 

• Minimum 4+ years of experience in a customer service role  

• Proven track record driving process improvement initiatives  

• Must be legally eligible to work in EU and able to travel internationally 

• Full fluency in German - native or C2 minimum + solid English comprehension / communication.  
   

General Skills and Competencies: 

• Excellent verbal and written communication skills.   

• Strong interpersonal skills with aptitude in building relationships with professionals of all levels. 

• Experience working with ERP systems: Oracle, Salesforce preferable. 

• Strong command of MS Office Suite incl SharePoint, MS 365 and Teams. 

• Accurate and timely execution with a solution-based approach. 

• Multi-task, embrace change and innovate in a fast-paced environment. 

• Analyze data to identify trends and root cause issues. 

• Adapt in a dynamic work environment and make independent decisions. 

• Versatility, attention to detail, organizational skills, and team-work spirit. 

• Represent the company professionally, ethically, and morally demonstrating cultural awareness, always. 

• Work closely with regional and global teams to optimise processes and improve system 

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 home office regime.