Bilingual Order Management Specialist (English & French)

Smith+Nephew•Mississauga, ON

10d•Hybrid

About The Position

Life Unlimited. At Smith+Nephew we design and manufacture technology that takes the limits off living. Are you interested in making a global impact? 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 our core values of Care, Collaboration, and Courage.

Requirements

High School degree
Minimum 5 years of experience in Order Management and Customer Service.
Fluently bilingual: English and French communication skills, written and oral.
Good communication and interpersonal skills
Ability to multi-task, to meet deadlines; work effectively when priorities are changing rapidly.
Working knowledge of Windows and SAP.
Strong verbal and written communication skills, active listening, and the ability to explain clearly.
Ability to identify, analyse and resolve customer issues effectively.
Empathetic and patient, professional and respectful.
Ability to work closely with a team; build trust, be honest, reliable, and accountable; shared workload.
Ability to adapt to changing situations and rapidly shifting.
Ability to manage multiple tasks and meet required deadlines.
Ability to keep up, working in a fast paced and demanding environment.

Responsibilities

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.