Smith+Nephew
SeniorAssociate-GlobalCustomerCare(USShift)
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“Senior Associate - Global Customer Care (US Shift) at Smith+Nephew. Skills: Order Management, Customer Service, Global Customer Care. Oversee timely and accurate entry, processing, and invoicing of international surgery orders. Perform advanced corrections, pricing validations, and data entry”
What You'll Achieve.
driving accuracy; efficiency; customer satisfaction; enhance our global order-to-cash operations; reduce order fallouts; improve order cycle time; accuracy; user experience; resolution within SLA; drive strategic improvements in customer care delivery
Industry & Context.
problem-solving abilities; dispute resolution; issue resolution; root cause resolution
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 surgery orders
Perform advanced corrections
Use company platforms to monitor order flow
Manage exceptions and support order clearance and invoicing
Act as a point of contact for order escalations
Support order validation against PO and customer-specific requirements
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
and digital order management tools
Identify and drive continuous improvements in order cycle time
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
Full 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 continuo
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