Associate, Global Customer Care

24 hours ago

Pune, Maharashtra, India Smith & Nephew Full time

Position Summary We are seeking a Associate Global Customer Care International Order Management to join our 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 Reports to Manager - Global Customer Care Key Responsibilities 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 Qualification Bachelor s degree or equivalent in Business Administration Supply Chain or related field 4-6 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 Physical Demands 5 Days working from Office - US Shift 5 30 PM to 2 30 AM Travel Requirements NA We re more than just a company - we re a community Follow us on to see how we support and empower our employees and patients every day Check us out on for a glimpse behind the scenes and a sneak peek into You Unlimited life culture and benefits at S N Explore our and learn more about our mission our team and the opportunities we offer

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