Customer service - Capital service at Smith & Nephew

Background

Smith & Nephew has a history dating back 160 years to the family enterprise of Thomas James Smith who opened a small pharmacy in Hull, England in 1856. On his death in 1896, his nephew Horatio Nelson Smith took over the management of the business. A few days after the declaration of World War 1 in 1914, Horatio Nelson Smith (the nephew of the company founder T. J Smith) met with an envoy of the French President in London. The company was awarded a contract to supply £350,000 of surgical and field dressings, to be delivered in five months. By the late 1990s, Smith & Nephew had expanded into being a diverse healthcare conglomerate with operations across the globe, including various medical devices, personal care products and traditional and pioneering woundcare treatments.

In 1998, Smith & Nephew announced a major restructuring to focus management attention and investment on three business units — wound management, endoscopy and orthopaedics — which offered high growth and margin opportunities. Smith & Nephew was incorporated and listed on the London Stock Exchange in 1937 and in 1999 the Group was also listed on the New York Stock Exchange. In 2001, Smith & Nephew became a constituent member of the FTSE-100 index in the UK. This means that Smith & Nephew is included in the top 100 companies traded on the London Stock Exchange measured in terms of market capitalisation. Today, Smith & Nephew is a public limited company incorporated and headquartered in the UK and doing business in many countries around the world.

Responsibilities

• Manage all customer emails and telephone calls within the required response times.
• Process all customer orders within 24 hours to meet customer’s SLA and expectations.
• Enter all transactions accurately first time and ensure delivery of product within time frames as stipulated by the customer to meet customer expectations.
• Ability to prioritize and plan daily workload to meet customer expectations and departmental goals and objectives.
• Ensure good document management and adherence to all document control regulations.
  Develop strong relationships with customers and provide positive and professional customer service and support.
• Respond to customer’s enquiries and manage disputes within the required response time.
• Use initiative and be proactive in resolving customer queries promptly. Seek assistance from Team lead when needed to determine appropriate solution.
• Utilize all customer & external third party systems/ portals as required in order to perform daily duties.
  Foster strong relationships with Sales and Marketing, Finance, Supply Chain, Logistics and Warehouse staff.
• Collaborate with colleagues and ensure cross skilling and best practice sharing on a continuous basis.
• Assist with supplying data for daily/weekly/ monthly management reports as required.
• Establish a professional image on behalf of the department and company.
• Attend all relevant training sessions as required and develop skill sets and knowledge.

Candidate Requirements

• Grade 12
• Bachelor of Commerce
• Clear criminal and ITC records

Preference will be given to candidates in terms of the Smith & Nephew Employment Equity Plan. People with disabilities are encouraged to apply.