Global Returns & Repairs Specialist
Smith & Nephew
Alajuela, Coyol, CR
hace 2 días

Role OverviewThis role provides customer service support to Sales Representatives on the Field. The main objective is to ensure inventory is replenished and orders are placed upon request.

Also, provide guidance and support on pricing and billing using MIMS (internal mobile tool for inventory management).ResponsibilitiesCustomer ServiceOrder intake (75%) : Sales Representatives can request their orders via phone and / or email.

The person in this role is responsible of : - Creating and managing Sales Representative's orders on SAP.- Validate and input specific and some mandatory information in order to guarantee the order will be entered as requested in SAP.

  • Confirm availability of the items requested within the order in SAP.- Provide the Sales Representative with the order confirmation number obtained in SAP.
  • Existing Orders Service (25%) : Sales Representatives might contact the Field Sales Support department in regards to make question in regards to existing orders.

    The person in this role is responsible of : - Be able to provide ETA of items on backorder.- Provide customers with tracking delivery numbers found in SAP.

  • Request copies of invoices, credit memos.- Reject orders (partial or complete), according to the established processes using SAP and the mobile tool.
  • Request to management approval to process credits and / or debits.RequirementsEducation : - 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 (PR1, EPR, QA1).Licenses / Certifications : N / AExperience : At least 1 year of experience providing Customer Service to USA customers.
  • Competences : Customer FocusedAnalytical Thinking

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