Domestic Order Management
Smith+Nephew
Alajuela, Coyol, CR
hace 11 horas

Role Overview

This role provides customer service support to take orders from hospitals, clinics and surgical centres to ensure inventory is replenished and orders are placed upon request.

Order intake (75%) :

Customers can request their orders via phone and / or email. The person in this role is responsible for :

  • Creating and managing customer orders on SAP.
  • Validate and input specific and some mandatory information in order to guarantee the order will be entered as requested.
  • Confirm availability and price of the items requested within the order.
  • Provide the customer with the order confirmation number.
  • Existing Orders Service (25%) :

    Customers might contact us in regards to make questions in regards to existing orders. The person in this role is responsible for :

  • Be able to provide ETA of items on backorder.
  • Provide customers with tracking delivery numbers.
  • Request copies of invoices, credit memos (maximum 5 documents per call or email, more than that, the requests are routed to the Financial Services Department.
  • Send copies of packing slips.
  • Reject orders (partial or complete), according to the existing Return Policy.
  • Entering Shipping Error Report so that the warehouse can investigate what happened to the order.
  • Request to management approval to process credits and / or debits for both external and / or internal customers (Sales Reps.).
  • Education :

  • High School Bachelor Degree (minimum degree required).
  • English Level B2+ (minimum required).
  • Desired :

  • Logistics Technical Degree
  • Supply Management Technical Degree
  • English Level C and above.
  • Knowledgeable in SAP.
  • Experience :

    At least 1 year of experience in Customer Service.

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