Customer Account Co-ordinator, Hull

Source Cloud EMEA
Kingston upon Hull
12 Oct 2016
20 Oct 2016
Customer Service Coordinator - Hull Fixed Term Contract - 18 months Smith & Nephew is a diversified advanced medical technology business that supports healthcare professionals in more than 100 countries to improve the quality of life for their patients. We have leadership positions in Orthopaedic Reconstruction, Advanced Wound Management, Sports Medicine and Trauma: Orthopaedics Reconstruction - joint replacement systems for knees, hips and shoulders Advanced Wound Management - wound care treatment and prevention products used to treat hard-to-heal wounds Sports Medicine - minimally invasive surgery of the joint Trauma & Extremities - products that help repair broken bones We have 14,000 employees around the world. Annual sales in 2015 were more than $4.6 billion. We are a constituent of the UK's FTSE100. Responsible for the management of the International order bank from order placement to order delivery, providing a single point of contact to markets, the activities within the S&N processes and operations to secondary hubs in Europe and all International markets ensuring all customers receive first class service at maximum efficiency in terms of cost effectiveness, speed and quality of service. Main responsibilities include: Management of the International order bank to ensure high customer service and the required on time in full at appropriate stock locations is achieved Manage the Distribution Replenishment Planning process for the secondary hubs. This includes interpreting the stock position to proactively manage changes in market demand ensuring optimum stock levels are achieved to meet customer requirements, inventory and cost targets Developing and implementing procedures and ways of working to establish an effective and seamless order process to support first class Customer Service. This will include expediting products, understanding orders versus forecast and identifying and implementing product rationing when required. Key to this is clarifying and managing the customer needs and expectations to ensure value is added to business Develop and foster working relationships with departments to manage continuous improvements to improve customer satisfaction and business performance. This will include visits to markets, scheduling and co-ordinating conference calls with 'in-market' customer care teams to cover day to day business, proactively manage hot topics and develop learning culture to mitigate risk to supply going forward Design effective communication process to all relevant internal/external customers Develop and foster working relationships with the SBU Demand team to understand and interpret the implications of new product launches and futuristic demand changes within specific markets Economic order quantity management to ensure re-order frequencies are established and maintained for all markets Manage and maintain both the distribution timetable plan and all required legal documentation ensuring any risks are identified and mitigating actions implemented Legal Control management ensuring orders are not processed for none approved markets Constantly and proactively manage and contribute to improvement initiatives and developments within the scope of the role to ensure Out-performance is achieved. This will include the International returns process and the identification of operational and cost to serve initiatives To perform all activities in compliance with relevant GMP and Quality Systems standards and specifically with FDA Quality System Regulation and ISO 13485 To apply high standards of occupational Health & Safety in the workplace to comply with company policy and procedures Job Context / Key Challenges To establish/maintain data accuracy Design processes that mitigate risk of supply going forward Respond by generating action plans to sustain supply in all eventualities Generate relevant and meaningful management information Developing strong relationships with 'in-market' customer care teams Developing dynamic conference call agenda topics to improve business performance Participate and contribute to future initiatives within the role Keep abreast of all internal freight regulations and documentation Education and Experience: Ideally educated to graduate level Experience in logistics, customer service, or a related field Advanced working knowledge of ERP systems preferably SAP and SNED BPCS Working knowledge of APO tools preferable MLE Computer literate with specific knowledge of Microsoft Office applications An understanding of trading and delivery systems (TADS) Understanding of 'in-market' practices You will have a persuasive manner with good interpersonal skills, the ability to forge strong customer relationships and have a keep attention to detail The Rewards: A competitive remuneration package is on offer, commensurate with experience. To Apply: Smith & Nephew is committed to helping people regain their lives by repairing and healing the human body. We believe that this can only be achieved by establishing mutually beneficial relationships with all of our stakeholders including patients, healthcare professionals, investors and employees. If you share our passion for innovation and can demonstrate how you meet the criteria outlined, we would love to hear from you. This job was originally posted as