Bilingual Order Management Specialist

Smith & Nephew; Mississauga; On-site; CAD 47,000 - 71,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

RRSP

Tuition reimbursement

Paid leave & holidays

Volunteer time

Job summary

Smith+Naphew in Mississauga is seeking a Bilingual Order Management Specialist to deliver accurate sales support and faultless order processing for internal and external stakeholders. You will manage orders, returns, and data, resolve invoice issues, and ensure timely execution while upholding our core values of Care, Collaboration and Courage.

The role requires at least 5 years in order management and customer service, fluent English and French, and working knowledge of SAP and Windows.

Qualifications

• Education: High School degree.
• Minimum 5 years in Order Management and Customer Service.
• Fluent English and French (written and spoken).
• Working knowledge of Windows and SAP.

Responsibilities

• Process orders (direct sales & consignment) with speed and accuracy to meet daily cut-off.
• Process return requests and issue return authorizations.
• Investigate and resolve invoice disputes within 5 business days.
• Handle inquiries on order status, tracking, backorders and general questions.
• Manage Customer Master Data and Sales Representative Master Data.
• Process product complaints per policy and Health Canada regulations.
• Meet KPI targets for order entry, call handling and returns.
• Communicate service-related complaints to the Customer Care Manager.
• Perform any other tasks as required by management.

Skills

Bilingual English/French

Order management

Customer service

Education

High School degree

Tools

Windows

SAP

Job description

Life Unlimited. At Smith+Naphew 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. 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

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.

Benefits

• 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.

Inclusion and Belonging

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

Company Vision

We believe in creating the greatest good for society. Our strongest investments are in our people and the patients we serve. Inclusion and Belonging- Committed to Welcoming, Celebrating and Thriving on Inclusion and Belonging, Learn more about Employee Inclusion Groups on our website (https://www.smith-nephew.com/). #LI-HYBRID Stay connected by joining our Talent Community. We're more than just a company - we're a community! Follow us on LinkedIn to see how we support and empower our employees and patients every day. Check us out on Glassdoor for a glimpse behind the scenes and a sneak peek into You. Unlimited., life, culture, and benefits at S+N. Explore our website and learn more about our mission, our team, and the opportunities we offer. Smith+Naphew is a global medical technology company. We design and manufacture technology that takes the limits off living. We support healthcare professionals to return their patients to health and mobility, helping them to perform at their fullest potential. From our first employee and founder, T.J. Smith, to our team today, it’s our people who make Smith+Naphew a unique place. Yes, we love to innovate and develop exciting technologies, and we offer competitive salaries and progressive benefits. But it’s our culture - of Care, Collaboration and Courage - that really sets us apart. Through a spirit of ownership and can-do attitude we work together to win. We’re a company of people who care about each other, about our customers and their patients, and about our communities. Together, we fulfill our shared purpose of Life Unlimited.