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Customer Care Representative

Job Description


& Nephew supports healthcare professionals inmore than 100 countriesin their daily efforts to improve the lives of their

We do this by taking apioneering approachto the design of ouradvanced medical products and services, by securing wider access
to our diverse technologies for more customers globally, and by enabling better
outcomes for patients and healthcare systems.

have leadership positions in:

Reconstruction - joint replacement systems for knees, hips and shouldersAdvanced
Wound Management - wound care treatment and prevention products used to treat
hard-to-heal woundsSports
Medicine - minimally invasive surgery of the jointTrauma
& Extremities - products that help repair broken bones

We have around15,000 employeesaround the world.

Annual sales in 2016 were more than $4.6
We are a constituent of the UK's FTSE100 and our shares aretraded on the London Stock
Exchangeand throughAmerican Depository
Receipts on the New York Stock Exchange(LSE: SN, NYSE: SNN)


Reporting to the Customer Care
Manager, the position of Customer Care Representative is responsible for
receiving and entering customer orders, responding to questions regarding order
status as well as inquiries on our products and services.

Customer Care Representative may
also contact customers to obtain information or to follow up on various

Summary of Essential Job Functions

Respond and enter customer orders
utilizing the Smith & Nephew active ERP system

Follow the proper steps when
entering an order, accurate data entry, following special instructions.Process EDI orders, setup new EDI
customers and maintain changes with existing EDI customers.Understand customer relationships,
such as participation in a buying group, contract participation, and price

Understand the requirements for
processing orders for drop shipment, order minimums and effectively
communicating them to the customer.Utilize resources available to
obtain item numbers, selling unit of measure and customer prices.

Ensure accuracy and timeliness in
the completion of Returns, Credits/Debits received from customers in accordance
to company policies and procedures.

Responsible for accessing
information in the order management system such us invoices, tracking
information, previous purchase orders to properly process a credit/debit or
return in behalf on the customer.Process debit, credit and return
requests accurately with approval when required.

Follow up on returns for disposition
within 45 days of creation.

Support Sales Force by processing
samples-evaluations orders and responding to inquiries.

Enter sample orders within 24 hours
of receipt excluding the last week of each Period.

Process evaluation orders in
accordance with company policies and Sunshine Law.

File complete evaluation agreements
in a share site to facilitate tracking mechanism.

Demonstrate high standards of
ethics, compliance and product quality...