Sales Customer Service Administrator (Andover, MA)

Job description

ABOUT US

Smith & Nephew is a diversified advanced medical technology business that supports healthcare professionals in more than 100 countries to improve the quality of life for their patients.

We have leadership positions in Orthopaedic Reconstruction, Advanced Wound Management, Sports Medicine and Trauma:

· Orthopedics Reconstruction - joint replacement systems for knees, hips and shoulders

· Advanced Wound Management - wound care treatment and prevention products used to treat hard-to-heal wounds

· Sports Medicine - minimally invasive surgery of the joint

· Trauma & Extremities - products that help repair broken bones

We have over 15,000 employees around the world. Annual sales in 2015 were more than $4.6 billion . We are a constituent of the UK's FTSE100.

SUMMARY

The Sales Customer Service Administrator communicates with customers and sales personnel regarding orders primarily placed via the telephone. S/he processes and expedites customer orders within an on-line system, follows up with customers and sales personnel regarding resolution for any pricing variances, Unit of Measure issues & customer billing discrepancies along with compiling sales data as needed. This individual contributes and shows willingness to participate in projects and tasks as required to assure the functional group exceeds customer's expectations at all times, including assistance in the staffing of the department during the evenings and holidays. The role requires an extremely high volume of telephone contact with the customers and sales force, as well as interaction with internal manufacturing and credit teams.

ESSENTIAL FUNCTIONS

·  Answer incoming customer and field calls regarding order status, pricing, and product availability.
·  Simultaneously enter orders based on published programs and discount guidelines while portraying a professional, friendly, mature and team-spirited behavior at all times towards customers, sales representatives, and employees within the entire organization.
·  Enter faxed orders in between phone calls and send order confirmation to customers.
·  Provide follow up research, problem solving, callbacks and authorization documentation related to orders and service. This includes contacting the appropriate departments and people to ensure the smooth processing and shipment of orders.
·  Research and resolve billing discrepancies and requests for credit and rebilling including requests for freight credit.

Desired profile

REQUIREMENTS

Education

High School Diploma or equivalent: 2 years college preferred, but not mandatory

Experience

3-5 years of experience in a high volume customer service based environment.

Competencies

·  Proven experience showing strong interpersonal and customer service skills in order to work with the sales force, customers, and other business areas to resolve customer and field requests.
·  Ability to handle complex situations and see the details through to completion.
·  Ability to multitask responsibilities to ensure that projects, reports and customer and field requests are handled in an accurate and timely manner.
·  Strong knowledge of SAP and other applications related to the order entry.
·  Must possess excellent communication (written and verbal) and computer skills.
·  Must have excellent administrative, organizational and time management skills.
·  Have a strong ability to work under pressure and to meet or exceed deadlines.
·  Must have a strong focus on accuracy and attention to detail.
·  Experience working independently and as a team.
·  Must be proactive and willing to learn additional tasks and responsibility
·  Flexibility to work extra hours when needed.
·  SAP experience helpful, but not required.