Case Bookings Coordinator
Smith & Nephew · Woodlands
Case Bookings Coordinator based in Singapore
Life Unlimited. At Smith+Nephew, we craft and manufacture technology that takes the limits off living.
The Case Bookings Specialist 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.
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. Learn more about our Employee Inclusion Groups on our website https://www.smith-nephew.com
- Your Future: Generous annual bonus and pension Schemes, Save As You Earn share options.
- Work/Life Balance: Flexible Vacation and Time Off, Paid Holidays and Paid Volunteering Hours, so we can give back to our communities!
- Your Wellbeing: Private Health and Dental plans, Healthcare Cash Plans, Income Protection, Life Assurance and much more.
- Flexibility: Hybrid Working Model (For most professional roles).
- Training: Hands-On, Team-Customised, Mentorship.
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