Bilingual Order Management & Customer Support (EN/FR)

Smith Nephew; United States; On-site; CAD 47,000 - 71,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

RRSP and tuition reimbursement

Paid time off and holidays

Job summary

Smith Nephew in Canada is seeking a Bilingual Order Management Specialist to provide exceptional English/French customer service and sales support. You will process orders, manage master data, handle returns, and resolve invoice disputes with accuracy and efficiency.

You will work to meet KPI targets, communicate effectively with internal and external stakeholders, and ensure compliance with policies and Health Canada regulations. A strong team player mindset and adaptability are required.

Qualifications

• Fluent bilingual English and French (written and spoken).
• Minimum 5 years of experience in Order Management and Customer Service.
• Strong communication and interpersonal skills.

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 request to secure prompt payment.
• Handle customer inquiries such as order status, tracking information, backorders, and general inquiries.
• Manage Customer Master Data and Sales Representative Master Data.
• Process product complaints in accordance with policy and regulations.
• Meet company KPI targets for order entry and accuracy, call handling, complaints handling, etc.

Skills

Bilingual English/French

Communication

Multitasking

Education

High School diploma

Tools

SAP

Job description

Smith Nephew in Canada is seeking a Bilingual Order Management Specialist to provide exceptional English/French customer service and sales support. You will process orders, manage master data, handle returns, and resolve invoice disputes with accuracy and efficiency.

You will work to meet KPI targets, communicate effectively with internal and external stakeholders, and ensure compliance with policies and Health Canada regulations. A strong team player mindset and adaptability are required.