Associate, Global Customer Care, US (Alajuela, Costa Rica)

Life Unlimited. At Smith+Nephew we design and manufacture technology that takes the limits off living.  

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 via email and/or phone.

This position is a B3 level

What will you be doing?

Pricing Discrepancies:

• Create and manage customer's orders.

• Track and service existing orders.

• Process returns of orders.

• Request and enter credits and debits.

• Assist customers with tracking information of orders placed.

• Assist customers with general questions.

Order intake:

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

• Enter billing orders in SAP.

• Creating and managing customer's orders in 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

Customers might contact us to make questions regarding 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.

• 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.).

What will you need to be successful?

Minimum requirements

Education:

• High School bachelor's degree (minimum degree required).

Languages:

• English Level B2+ (minimum required)

Competences:

• Schedule Flexibility (Daylight Savings)

Desired requirements

Education:

• Logistics Technical Degree

• Supply Management Technical Degree​

Experience:

• At least 1 year of experience in Customer Service.

Languages:

• English Level C and above.

Knowledge:

• Knowledgeable in SAP.

You. Unlimited

We believe in creating the greatest good for society. Our strongest investments are in our people and the patients we serve. 

Inclusion+Belonging. Committed to Welcoming, Celebrating and Thriving. Learn more about Employee Inclusion Groups on our website (https://www.smith-nephew.com/)

Other reasons why you will love it here!

• Your future:  stock purchase program, referral bonus, subsidy in transport and food, recognition program.

• Work/Life Balance: Extra days off, birthday off, voluntary hours.

• Your Wellbeing: company doctor, medical insurance, gym, health campaigns, employee assistance program, parental leave,  

• Flexibility: Hybrid work model (for more professional roles), flexible schedules.

• Training: Training program, unlimited learning.

• Extra perks: employees association, and more…

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