Associate, Global Customer Care

2 days ago

Pune, Maharashtra, India Smith+Nephew Full time US$ 90,000 - US$ 1,20,000 per year

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

Stay connected and receive alerts for jobs like this by joining our talent community.

We're more than just a company - we're a community Follow us on LinkedIn to see how we support and empower our employees and patients every day.

Check our Glassdoor page for a glimpse behind the scenes and a sneak peek into
You. Unlimited.
, life, culture, and benefits at S+N.

Explore our new website and learn more about our mission, our team, and the opportunities we offer.

  • Associate, Global Customer Care

    5 days 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...

  • Global Customer Care Associate

    4 days ago

    Pune, Maharashtra, India beBeeCustomerCare Full time ₹ 10,00,000 - ₹ 15,00,000

    Job OverviewWe are seeking a highly skilled and detail-oriented professional to join our team as an Associate in Global Customer Care. This role involves managing complex international surgery orders, driving accuracy and efficiency, and delivering exceptional customer service.Key Responsibilities:Order Management:Oversee the timely and accurate entry,...

  • Associate, Global Customer Care

    3 weeks ago

    Pune, Maharashtra, India Smith+Nephew Full time

    Job DescriptionLife 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 Associate, Global Customer Care to join our dynamic Global Customer Care team. In this role,...

  • Senior Associate, Global Customer Care

    3 weeks ago

    Pune, Maharashtra, India Smith+Nephew Full time

    Job DescriptionLife 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 SeniorAssociate, Global Customer Care, International Order Management to join our dynamic...

  • Manager, Global Customer Care

    2 days ago

    Pune, Maharashtra, India Smith & Nephew Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Position Summary: We are looking for a dynamic and self-driven Manager – Global Customer Care who will play a pivotal role in ensuring seamless order management and delivering exceptional customer service across our global operations. This individual will be responsible for managing service delivery, driving continuous improvement initiatives, overseeing...

  • Global Process Associate

    1 week ago

    Pune, Maharashtra, India beBeeCareer Full time

    Global Process Associate RoleAbout This JobWe are seeking a skilled Global Process Associate to join our team. As a Global Process Associate, you will be responsible for handling international customer interactions and providing exceptional service.Your ResponsibilitiesManage inbound and outbound customer calls, emails, and chats in a professional...

  • Consultant – Global Customer Care

    2 days ago

    Pune, Maharashtra, India Smith & Nephew Full time ₹ 15,00,000 - ₹ 20,00,000 per year

    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 the role of Consultant- Global Customer Care. If you're eager to be part of a dynamic environment that fosters...

  • Customer Care Manager

    5 days ago

    Pune, Maharashtra, India Stahl Kitchens Full time

    About Stahl At Stahl, we believe that the best times and fondest memories are created around food. Our mission is to enable the best cooking experiences by creating thoughtfully crafted, user-centric products. As a premium cookware brand, customer satisfaction is at the heart of our growth and reputation. To manage Stahl's customer service operations,...

  • Customer Support Associate

    5 days ago

    Pune, Maharashtra, India Convera Full time

    Job DescriptionCustomer Support-AssociateAs a Customer Support Associate with Convera, we are looking for motivated, experienced and passionate people to provide world-class customer experience. Someone who wants to unleash his/her potential for a global FinTech that is passionate about moving money for the better.If so, join Convera as a Customer Support...

  • Customer Support Associate

    6 days ago

    Pune, Maharashtra, India Convera Full time US$ 40,000 - US$ 80,000 per year

    Customer Support-Associate As a Customer Support Associate with Convera, we are looking for motivated, experienced and passionate people to provide world-class customer experience. Someone who wants to unleash his/her potential for a global FinTech that is passionate about moving money for the better.If so, join Convera as a Customer Support Associate. ...