Smith+Nephew
SeniorAssociate,GlobalCustomerCare(USShift)
“Senior Associate, Global Customer Care (US Shift) at Smith+Nephew. Skills: Order Management, Customer Care, Process Improvement. Oversee timely and accurate entry, processing, and invoicing of international orders. Perform advanced corrections, pricing validations, and data entry”
What You'll Achieve.
driving accuracy, efficiency, and customer satisfaction; enhance our global order-to-cash operations; reduce order fallouts; reduce order cycle time, accuracy, and user experience; resolution within SLA; order accuracy; invoice timeliness; processing efficiency
Industry & Context.
problem-solving abilities; Dispute Resolution; Issue Resolution; root cause resolution
Work from office – Monday to Friday, working in US Shift (5:30 PM to 2:30 AM IST), Flexible working in any shift
What They're Looking For.
Must Have
Bachelor's Degree or equivalent experience in Business Administration, Supply Chain or related field, 5-7 Years of experience in Order Management, Customer Service, or Supply Chain operations, analytical skills, problem-solving abilities, customer-first mindset, Proven ability to handle high-pressure situations, work cross-functionally with global stakeholders, Excellent written and verbal communication skills, Detail-oriented, continuous improvement approach to processes
Nice to Have
Hands-on experience with Order Management Systems (e. g. , SAP, Esker, EDI)
What You'll Do.
Oversee timely and accurate entry
and invoicing of international orders
Perform advanced corrections
Use company platforms to monitor order flow and manage exceptions
Act as a point of contact for order escalations and support order validation
Lead the resolution of complex order-related issues and disputes
Ensure timely and professional responses to customer queries
Support investigation and documentation of recurring issues
Support implementation
and daily operations of EDI
Provide feedback and mentorship to junior team members
Lead efforts to manage and distribute order blocks efficiently
Monitor and report on key performance metrics
Provide analysis and insights to drive strategic improvements
How You'll Work.
Team & Collaboration
collaborating cross-functionally; coordinating across Sales, Logistics, OMS, and regional Customer Service teams; work cross-functionally with global stakeholders
Communication Scope
Excellent written and verbal communication skills
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