Associate, Global Customer Care, US

Life Unlimited. At Smith+Nephew we design and manufacture technology that takes the limits off living.  

This role provides customer service to our sales representatives and operational support by managing and processing orders from hospitals, clinics, and surgical centers to ensure timely inventory replenishment and prompt order fulfillment. The position also resolves order-related issues and maintains accurate records across systems to support revenue continuity and deliver a high level of customer satisfaction.

This position is a B3 level

What will you be doing?

Key Responsibilities:

Order Intake

Sales Representatives can communicate via phone or email. In this role, you will be responsible for:

• Creating and managing customer orders in SAP.
• Process and manage daily order-related activities.
• Verifying and entering all necessary and mandatory information to ensure accurate order entry.
• Confirming item availability for the requested orders.
• Coordinate and process exchanges and returns in line with company policies.
• Investigate and resolve orders or cases to prevent billing and fulfillment errors.
• Providing sales representatives with their order confirmation number.
• Maintain accurate and complete data in order management systems.

Existing Orders Service:

Sales Representatives may reach out with inquiries regarding existing orders. Responsibilities in this role include:

• Act as the primary operational point of contact regarding order status, inventory availability, pricing updates, and issue resolution.
• Supplying them with tracking numbers for their deliveries.
• Requesting copies of invoices and credit memos (up to 5 documents per call/email; requests beyond this are routed to the Financial Services Department).
• Processing order rejections (partial or complete) in accordance with the Return Policy.
• Submitting Shipping Error Reports to the warehouse for investigation.
• Requesting management approval to process credits and/or debits for both external customers and internal Sales Reps.

What will you need to be successful?

Minimum Requirements:

Education

• High School Diploma or Bachelor's Degree.

Languages

• Proficiency in English at B2+ or C1 level.

Knowledge

• Tech-Savvy: Proficiency in using SAP and other relevant software tools for order processing and customer service.

Competencies

• Flexibility to adjust to varying schedules, including Daylight Savings Time changes.
• Attention to Detail: Ability to ensure accuracy in order entry, data verification, and requests.
• Effective Communication: Strong verbal and written communication skills to interact with internal teams clearly and professionally.
• Customer-Focused: Proactive in addressing the needs and providing timely solutions.
• Problem-Solving: Ability to handle and resolve inquiries and issues, especially related to order status, backorders, and shipping discrepancies.
• Time Management: Capable of managing multiple tasks efficiently while ensuring deadlines are met.
• Team Player: Collaborative attitude to work effectively with various departments, including the warehouse and financial services team.
• Adaptability: Comfortable with shifting priorities and working in a fast-paced environment.

Preferred Requirements:

Education

• Technical Degree in Logistics.
• Technical Degree in Supply Management.

Knowledge

• Knowledge of SAP.
• Familiarity with Salesforce.

You. Unlimited

We believe in creating the greatest good for society. Our strongest investments are in our people and the patients we serve. 

Inclusion + Belonging - Committed to Welcoming, Celebrating and Thriving. Learn more about our Employee Inclusion Groups on our website https://www.smith-nephew.com/ 

• Your future:  stock purchase program, referral bonus, subsidy in transport and food, recognition program.
• Work/Life Balance: Extra days off, birthday off, voluntary hours.
• Your Wellbeing: company doctor, medical insurance, gym, health campaigns, employee assistance program, parental leave. 
• Flexibility: Hybrid work model (for more professional roles), flexible schedules.
• Training: Training program, unlimited learning.
• Extra perks: employees association, and more…

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