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: