Order Management Coordinator

Smith & Nephew Pte Ltd; Santo Niño 1st; On-site; PHP 2,060,000 - 2,943,000; Full time

Job summary

Smith+ Nephew in Singapore seeks an Order Management Coordinator to interface with customers and internal teams, handling case bookings, orders, billing and quotations with accuracy and timeliness.

The role requires SAP experience, strong customer-service skills, and coordination across Sales, Logistics and Operations to ensure smooth case fulfilment and excellent service delivery.

Qualifications

• Bachelor degree or similar qualification in engineering, supply chain, logistics, business or a related field is preferred
• Demonstrated logistics, asset-management or inventory-planning experience, with SAP exposure and a background in operations
• Experience in medical devices, loaner or consignment inventory and surgical instrument sets is highly desirable.

Responsibilities

• Manage and optimise the case-bookings process, providing timely telephone and email support to internal and external customers.
• Determine and fulfil customer requirements while setting and managing service expectations throughout the booking lifecycle.
• Process surgical case bookings, customer orders, billing transactions and quotations accurately and within required timeframes.
• Provide clear information on products, availability, pricing, order status and service arrangements to customers and internal stakeholders.
• Coordinate closely with divisional teams, Sales personnel, Customer Service, operational teams, warehouse and logistics personnel, and freight carriers to support successful case fulfilment.
• Support field Sales personnel through efficient communication of relevant booking, product, availability, delivery and customer information, and prompt responses to requests.
• Develop preferred-supplier relationships with key customers by proactively understanding individual requirements, resolving issues and adding value to the customer experience.
• Identify, analyse and resolve booking and service problems; measure performance and coordinate corrective action to improve processes and eliminate recurring causes.
• Maintain accurate booking, order and customer records in SAP and relevant systems, applying strong numerical accuracy and attention to detail.
• Escalate risks relating to product availability, booking fulfilment, delivery timing, billing or customer expectations to the appropriate Supervisor or Manager.
• Understand and comply with the Smith+ Nephew Code of Conduct and Business Principles, applicable Medical Technology Association of Australia requirements, and related procedures and training obligations.
• Operate in accordance with Equal Employment Opportunity, occupational health and safety, environmental and Quality System requirements.
• Report actual or potential quality issues and unsatisfactory practices, and process customer complaints in accordance with the Smith+ Nephew complaints process.
• Perform other related duties as required to support Customer Service, Supply Chain and business priorities.

Skills

Order management

SAP

Logistics

Customer service

Education

Bachelor degree

Tools

SAP

Job description

Order Management Coordinator based in Singapore

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

The Order Management Coordinator provides an effective interface between Smith+ Nephew and its internal and external customers by managing surgical case bookings and related customer-service activities. The role coordinates customer requirements, product availability, orders, billing, quotations and logistics information to support hospitals, healthcare customers and the Sales organisation. Success requires a strong commitment to customer satisfaction, accurate and timely transaction processing, proactive communication and effective management of customer expectations

What will you be doing?

Manage and optimise the case-bookings process, providing timely telephone and email support to internal and external customers.

Determine and fulfil customer requirements while setting and managing service expectations throughout the booking lifecycle.

Process surgical case bookings, customer orders, billing transactions and quotations accurately and within required timeframes.

Provide clear information on products, availability, pricing, order status and service arrangements to customers and internal stakeholders.

Coordinate closely with divisional teams, Sales personnel, Customer Service, operational teams, warehouse and logistics personnel, and freight carriers to support successful case fulfilment.

Support field Sales personnel through efficient communication of relevant booking, product, availability, delivery and customer information, and prompt responses to requests.

Develop preferred-supplier relationships with key customers by proactively understanding individual requirements, resolving issues and adding value to the customer experience.

Identify, analyse and resolve booking and service problems; measure performance and coordinate corrective action to improve processes and eliminate recurring causes.

Maintain accurate booking, order and customer records in SAP and relevant systems, applying strong numerical accuracy and attention to detail.

Escalate risks relating to product availability, booking fulfilment, delivery timing, billing or customer expectations to the appropriate Supervisor or Manager.

Understand and comply with the Smith+ Nephew Code of Conduct and Business Principles, applicable Medical Technology Association of Australia requirements, and related procedures and training obligations.

Operate in accordance with Equal Employment Opportunity, occupational health and safety, environmental and Quality System requirements.

Report actual or potential quality issues and unsatisfactory practices, and process customer complaints in accordance with the Smith+ Nephew complaints process.

Perform other related duties as required to support Customer Service, Supply Chain and business priorities.

What will you need to be successful?

Success in the role will requires a combination of technical knowledge, soft skills, and a deep understanding of both the business and service-providing sides of an organization.

Successful candidates would need the following:

Bachelor degree or similar qualification in engineering, supply chain, logistics, business or a related field is preferred

Demonstrated logistics, asset-management or inventory-planning experience, with SAP exposure and a background in operations

Experience in medical devices, loaner or consignment inventory and surgical instrument sets is highly desirable.

Pharmaceuticals, Biotechnology & Medical Devices 1-10 employees

*Everyone at smith&nephew shares a common goal - to help improve the lives of people around the world. We are proud of what we do and who we are. And we need talented people to join our team.

*Everyone at smith&nephew shares a common goal - to help improve the lives of people around the world. We are proud of what we do and who we are. And we need talented people to join our team.

Your application will include the following questions:

• Which of the following statements best describes your right to work in Singapore?
• How many years' experience do you have as a Bookings Coordinator?
• What's your expected monthly basic salary?