Manager – Global Customer Care

Job Title - Manager - Global Customer Care

Life Unlimited. At Smith+Nephew, we design and manufacture technology that takes the limits off living.

Are you ready to lead a global team and shape the future of customer care? We're looking for a driven and dynamic Manager - Global Customer Care team in Pune, India. Managing service delivery, driving continuous improvement initiatives, overseeing SLAs and governance, and managing transitions. This is an exciting opportunity to play a key role in shaping the future of our Global Customer Care operations. You will be part of a growing, dynamic team, have access to development opportunities, and contribute to continuous improvement within our global operations. We offer competitive compensation and benefits, and a collaborative work environment designed for growth and success.

What will you be doing?

Order Management and Processing –

• Direct and co-ordinate day-to-day activity of Order Management Team and ensure achievement of agreed daily/weekly/Monthly SLA's
• Ensure all sales orders received are processed, utilizing the appropriate exception and communication processes when any issue preventing our ability to match customer demands is identified with a focus on execution turnaround time and quality.
• Proactively contribute to the order management accuracy and turnaround targets to ensure objected are met and exceeded when possible
• Drive efficiency in managing order corrections, invoice accuracy, and adherence to all internal and customer-specific guidelines.
• Manage the timely resolution of customer disputes and Open Order issues related to surgery orders.

Service Delivery and SLA Management -

• Ensure that all order processing activities meet agreed-upon service level agreements (SLAs) for accuracy, speed, and customer satisfaction.
• Monitor and report on performance metrics related to order accuracy, invoicing, and dispute management, ensuring the highest standards of service delivery are met.
• Lead regular reviews and governance of service delivery, ensuring adherence to best practices, continuous improvement, and timely issue resolution.

Team Management and Development –

• Lead, mentor, and develop a high-performing team of Advisors and Senior Advisors, ensuring they are equipped to meet performance targets and customer expectations.
• Support your team in overcoming challenges by providing guidance on complex order-related issues.
• Manage team performance through regular check-ins, feedback, and coaching, ensuring alignment with business goals and fostering a culture of continuous improvement.

Transition Management –

• Manage the transition of new Channel, markets, territories, or process changes smoothly and efficiently, ensuring minimal disruption to operations.
• Collaborate with cross-functional teams to identify and implement process improvements during transitions to enhance efficiency and customer experience.
• Stakeholder Engagement and Collaborations –
• Build and maintain strong relationships with internal and external stakeholders, including senior management, customers, and vendors.
• Communicate and manage stakeholders as per agreed schedule & expectation
• Ensure alignment with stakeholders across the organization by providing regular updates on order processing, invoicing, and customer service issues.

Continuous Improvement:

• Support the day-to-day management and growing customer adoption of EDI, Esker or other solutions to achieve the "perfect touchless order
• Lead initiatives aimed at enhancing customer satisfaction, operational efficiency, and team performance.
• Utilize tools like SAP, Salesforce, Esker and other relevant tool and applications to track performance, analyze trends, and drive data-driven decision-making.

Reporting & Analytics:

• Prepare and present regular reports on team performance, order status, dispute resolution, and customer satisfaction.
• Provide insights and recommendations for process improvements based on key performance indicators (KPIs) and data analysis.

What will you need to be successful?

• Education: Bachelor's Degree or equivalent experience in Business Administration, Supply Chain or related field.

• Operating Mode: Work from office – Monday to Friday, working in US Shift (5:30 PM to 2:30 AM IST). Flexible working in any shift.

• Experience: 7–8 years of relevant experience in Order Management, Customer service, or Supply Chain.

• With at least 2 years in a managerial role, Strong understanding of order management processes, including order entry.

• Hands on experience in SAP, Salesforce CRM, and Electronic Data Interchange (EDI) is preferred.

• Experience in managing transitions and process improvement initiatives. Strong interpersonal and communication skills, with the ability to engage with senior stakeholders.

• Self-starter with a proactive approach to problem-solving, Sense of efficiency, urgency and priority. Ability to work effectively in a cross functional and cross business environment.

You. Unlimited.

We believe in crafting the greatest good for society. Our strongest investments are in our people and the patients we serve.

Inclusion + Belonging - Committed to Welcoming, Celebrating and Thriving. Learn more about our Employee Inclusion Groups on our website

Other reasons why you will love it here

• Your Future: Major Medical coverage + Policy exclusions and insurance non-medical limit. Educational Assistance.
• Work/Life Balance: Flexible Personal/Vacation Time Off, Privilege Leave, Floater Leave.
• Your Wellbeing: Parents / Parents in Law's Insurance (Employer Contribution of 8,000/- annually), Employee Assistance Program, Parental Leave.
• Flexibility : Hybrid Work Model (For most professional roles)
• Training: Hands-On, Team-Customized, Mentorship
• Extra Perks: Free Cab Transport facility for all employees, One Time Meal provided to all employees as per shift. Night Shift Allowances.

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.

Stay connected 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 us out on Glassdoor for a glimpse behind the scenes and a sneak peek into You. Unlimited. , life, culture, and benefits at S+N.

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