About the Role
As a Bilingual Order Management Specialist, you will provide excellent bilingual customer service and sales support for all internal and external stakeholders, support the processing of all customer orders with efficiency and accuracy, ensure tasks and requests are correctly prioritized and processed on time, and be a positive contributor to the team by living core values of Care, Collaboration, and Courage.
Before applying, please note that this position is not eligible for employer-sponsored immigration support. Applicants must be currently authorized to work in the United States and must not require S+N sponsorship now or in the future to maintain that authorization.
What will you be doing?
•Process orders (direct sales & consignment) via email, phone and EDI with speed and accuracy to meet daily cut-off.
•Process return requests and issue return authorizations.
•Investigate and resolve customer invoice disputes within 5 business days of the request being made to secure prompt payment.
•Handle customer enquiries such as order status, tracking information, backorders, and any other general inquiry efficiently and effectively.
•Manage Customer Master Data and Sales Representative Master Data.
•Process product complaints in accordance with S+N policy and Health Canada regulations.
•Process loan billings.
•Meet company KPI targets for order entry and accuracy, call handling, complaints handling, customer returns, etc.
•Communicate any service-related complaints to the Customer Care Manager so that the relevant action is taken to address the complaint and to minimise any adverse effect on the customer and company.
•Any other task as required by your manager.
Work shift: Monday to Friday from 9:30 a.m. to 5:30 p.m.
What will you need to be successful?
Education:
•High School degree
Experience:
•Minimum 5 years of experience in Order Management and Customer Service.
Languages:
•Fluently bilingual: English and French communication skills, written and oral.
Knowledge:
•Working knowledge of Windows and SAP.
Competences:
•Good communication and interpersonal skills
•Ability to multi-task, to meet deadlines; work effectively when priorities are changing rapidly.
•Communication: Strong verbal and written communication skills, active listening, and the ability to explain clearly.
•Problem Solving: Ability to identify, analyze and resolve customer issues effectively.
•Interpersonal: Empathetic and patient, professional and respectful.
•Teamwork: Ability to work closely with a team; build trust, be honest, reliable, and accountable; shared workload.
•Adaptability: Ability to adapt to changing situations and rapidly shifting.
•Time Management: Ability to manage multiple tasks and meet required deadlines.
•Fast-paced: Ability to keep up, working in a fast paced and demanding environment
Compensation and Benefits
The anticipated base compensation range for this position is $47,250.00 - $70,750.00 CAD annually. The actual base pay offered to the successful candidate will be based on multiple factors, including but not limited to job-related knowledge/skills, experience, geographical location, and internal equity. It is not typical for an individual to be hired at the high end of the range for their role at Smith + Nephew.
Compensation decisions are dependent upon the facts and circumstances of each position and candidate. In addition to base pay, we provide competitive bonus and benefits, which include medical, dental, and vision coverage, RRSP, tuition reimbursement, medical leave programs, parental leave, and generous PTO, paid company holidays annually and 8 hours of Volunteer time and a variety of wellness offerings such as the Employee Assistance Program.
