Senior Associate, Global Customer Care

Job Description

Life Unlimited. At Smith+Nephew, we design and manufacture technology that takes the limits off living. Join our dynamic team and embark on an exciting journey of innovation and growth as we seek a hard-working and dedicated individual to fill role of Senior Associate, Global Customer Care to join our dynamic Global Customer Care team. In this role, you will take ownership of complex surgery order processing, corrections, invoicing, and dispute resolution, while driving accuracy, efficiency, and customer satisfaction. You will serve as a subject matter expert, guiding junior team members, collaborating cross-functionally, and supporting process improvement initiatives to enhance our global order-to-cash operations.

What will you be doing? Order Management and Processing – Oversee timely and accurate entry, processing, and invoicing of high-volume and complex international surgery orders.

Perform advanced corrections, pricing validations, and data entry for surgeon/lot details, ensuring compliance with internal controls and audit requirements.

Use company platforms (SAP, Salesforce, EDI) to monitor order flow, proactively manage exceptions, and support seamless order clearance and invoicing.

Act as a point of contact for order escalations and support order validation against PO and customer-specific requirements.

Dispute Management and Issue Resolution - Lead the resolution of complex order-related issues and disputes, coordinating across Sales, Logistics, OMS, and regional Customer Service teams.

Ensure timely and professional responses to customer queries and internal escalations, driving root cause resolution.

Support investigation and documentation of recurring issues to reduce order fallouts.

Support EDI and Process Improvement – Support implementation, optimization, and daily operations of EDI, Esker, and digital order management tools.

Collaborate with Global Process and Systems teams to identify and drive continuous improvements in order cycle time, accuracy, and user experience.

Provide feedback and mentorship to junior team members on best practices and system usage

Order Block Management – Lead efforts to manage and distribute order blocks efficiently across teams for resolution within SLA.

Monitor and report on key performance metrics such as order accuracy, invoice timeliness, and processing efficiency.

Provide analysis and insights to drive strategic improvements in customer care delivery.

What will you need to be successful? Education: Bachelor's Degree or equivalent experience in Business Administration, Supply Chain or related field

Operating Mode: Work from office – Monday to Friday, working in UK Shift (12:30 PM to 9:30 PM IST). Flexible working in any shift.

Experience: 5-7 Years of experience in Order Management, Customer Service, or Supply Chain operations.

Hands-on experience with Order Management Systems (e.g., SAP, Esker, EDI) preferred.

Strong analytical skills, problem-solving abilities, and a customer-first mindset.

Proven ability to handle high-pressure situations and work cross-functionally with global stakeholders.

Excellent written and verbal communication skills. Detail-oriented with a continuous improvement approach to processes.

You. Unlimited. We believe in crafting 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/ Other reasons why you will love it here! Your Future: Major Medical coverage + Policy exclusions and insurance non-medical limit. Educational Assistance.

Work/Life Balance: Flexible Personal/Vacation Time Off, Privilege Leave, Floater Leave.

Your Wellbeing: Parents / Parents in Law’s Insurance, Employee Assistance Program, Parental Leave.

Flexibility : Hybrid Work Model (For most professional roles)

Training: Hands-On, Team-Customized, Mentorship

Extra Perks: Free Cab Transport facility for all employees, One Time Meal provided to all employees as per shift. Night Shift Allowances.

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