Sr. Associate, Global Customer Care

3 days ago

Pune, Maharashtra, India Smith+Nephew Full time

Role Overview:

We are seeking a Senior 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.

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.

Location: Pune, India

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.

Competences:

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: Physical Demands: 5 Days working from Office – UK Shift [12:30 PM to 9:30 PM IST]

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