Job Description

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

This role is responsible for the management of the Inventory Analysis Team. The person in this role is a people lead, therefore is responsible
of coordinating the corresponding line of business day-to-day operation of the Inventory Analysis Team, as well as responsible of the
activities of the Team.

This position is an M1 level (for internal use)

What will you be doing?

Responsibilities:

Supervision responsibilities
- Provide direct oversight of team members productivity and effectiveness in delivering the tasks assigned.
- Assist and support team members with complex and escalated issues.
- Resolve escalations.
- Run, download, and work on daily reports as needed to drive performance.
- Ensure the Team is continually updated with application, system, and process knowledge.
- Held Refresher sessions with the Team as required.
- Provide input to Management with respect of the staff performance.
- Perform 1:1 sessions with team members to check performance and career preferences
- Responsible of driving the Annual Performance Evaluations (this includes the Mid-Year Review).
- Support each team member with a 70/20/10 plan in WorkDay and having periodic reviews towards the objective of the plan.
- Support on job requisitions and interviewing candidates for the customer Care organization.

Communication across departments
- Liaison between the Team and other departments in our out of Supply Chain to ensure the effective accomplishment of the tasks and
responsibilities assigned to the Team.
- Coordinate any new processes or tasks assigned to the Team, which includes planification on the release of the new processes, effective
training of the team members, execution, and monitoring of performance, and escalate any issue to the appropriate instances.

Work Force Management

Provide day to day monitoring of attendance and Team's requirements.
- Schedule and lead weekly and/or monthly team huddles.
- In charge of the daily workflow (vacation approvals, sick leave coverage, etc).
- Allocate resources to the different service channels (email and phones) and distribute the received requests to ensure responses within the
agreed SLA.

Process Improvement
- Identify, collaborate, and manage process and quality improvements.
- Manage and participate in projects as required.
- Provide implementation and testing support for new features and/or tools implemented.
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?

Minimum requirements

Education

• High School bachelor’s degree

• University Degree

Experience

• At least 2 year of experience providing Customer Service.

• At least 2 years of experience in Management positions.

• At least 2 year of experience providing Customer Service to International Teams, besides US.

Languages: English Level B2+

Competences:

• Customer Oriented

• Analytical Thinking

• Adaptability

Preferred Qualifications

Education

• Logistics Technical Degree

• Supply Management Technical Degree

Experience

• Customer Service to International markets (outside US).

• At least 2 years of experience in a Customer Care department in Smith+Nephew.

• At least 2 year of experience in Inventory Analysis department in Smith+Nephew.

Knowledge:

• Knowledgeable in SAP (PR1, EPR, QA1).

• Knowledgeable in SalesForce or CRM platforms.

• Knowledgeable in WorkDay.

Smith and Nephew Winning Behaviours:

• We Put Customers First: Holding ourselves to the highest standards and making a difference to the lives of our customers and patients.
  Simplifying our work and relentlessly focusing on delivering the best solutions for our customers.

• We Value Each Other: Creating a trusting, caring and supportive environment where everyone develops and thrives. Respecting and
  appreciating the unique value, talent and contribution that each of us brings.

• We Work Together to Win: Embracing diverse perspectives, skills and experiences to deliver more innovative and successful solutions.
  Engaging, open and transparent conversations that address obstacles and enable success.

• We Own Our Success: Taking accountability and learning from our individual and collective wins and losses. Empowering each of us to
  think big, challenge and achieve more with the highest standards of integrity.

• We Create Possibilities: Nurturing curiosity, a learning culture and can-do attitude to win. Smart, agile risk-taking to help us learn and grow
  profitably.

Physical Demands: N/A
Travel Requirements: 10%

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: 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…

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