SeniorAssociate-GlobalCustomerCare(USShift)

**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