Service Exchanges And Repairs Specialist

Life Unlimited.

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

This role provides customer support to internal and external customers via email, phone, and chat. The main objective is to ensure the return, repair, and/or exchange of faulty equipment while making sure that any malfunction is reported as a complaint.

This role is part of the Customer Care Organization and will/could be cross-trained in different departments according to business needs.

This position is a B3 level.

What will you be doing?

Creation of Return Authorizations-RAs:

The Global Returns and Repairs Specialist will receive the requests via phone and/or email. The person in this role is responsible for:

- Create and manage ZRE, ZREP, ZEX, ZRSW, ZSW, ZKA, and STO order types in SAP.

- Responsible for determining if the product is approved for return by entering the Return Form through the Disposition Tool and add 'approved' lines to STO orders.

- Validate that the information is accurate, and that mandatory information is submitted properly in SAP.

- Ensure that every request complies with the Global Return Policy.

- Confirm and inform availability of the items to the requestor and provide a solution when not available to make sure a replacement is provided for next day delivery.

- Provide RA number and paperwork upon submission of the order and being able to translate/communicate status of the order in SAP.

- Create a call tag/FedEx label when requested to guarantee items are being returned.

- Provide tracking information of the order as needed.

- Reject RAs following SAP guidelines.

Complaint Intake and Report:

The Global Returns and Repairs Specialist will receive complaints via phone and/or email. The person in this role is responsible for:

- Follow the Global Complaint Management Policy and create service notes in SAP while being able to determine if a complaint needs to be reported and investigated as per FDA regulations.

- Report complaints within 24 hours after information is received.

- Ask probing questions by following the webintake form in SAP to ensure the minimum information required is accurately submitted.

- Communicate any update/change to the Global Complaints Department via email/phone.

Other tasks:

- Creation and update of equipment records in SAP.

- Submit credit/debit requests for approval and issue credit documents in SAP.

- Review/release credit notes and provide copies of the invoice from SAP.

- Create exchange quotes in SAP.

- Liaison between the Smith+Nephew warehouses and the customer, Sales Representative, and the Country (when applicable for International Returns) to ensure the creation of Return Authorizations of unknow returns received and solving any entry on the Issue Log.

- Issuing of the Non-Return Product billing when the customer fails to return a product for exchange.

- Responsible of issuing credits for Non-Return Product billings as requested.

- Ensure that the best customer service possible is provided in every call and/or email received by following the Quality Assurance guideline.

To complete the tasks and responsibilities, the specialist will use Excel, Adobe Reader, SharePoint, Outlook, SalesForce, and SAP.

What will you need to be successful?

Education: High School bachelor's degree (minimum degree required).

Desired:

- Logistics Technical Degree

- Supply Management Technical Degree

Experience: At least 2 years of experience providing Customer Service to USA customers.

Languages: English Level B2+ (minimum required).

Knowledge:

Desired:

- Knowledgeable in SAP (PR1, EPR, PRD, QA1).

- Knowledgeable in Microsoft Office.

- Experience in SalesForce or any CRM tool.

Competences:

- Customer Focused

- Analytical Thinking

- Adaptability

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

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…