Global Customer Care Associate

5 days ago

IND NonGBSPuneKharadi India Smith & Nephew Healthcare Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Associate, Global Customer Care

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 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.

Experience LevelSenior Level

  • Senior Associate, Global Customer Care

    4 days ago

    IND - NonGBS-Pune-Kharadi, India Smith & Nephew Healthcare Full time ₹ 15,00,000 - ₹ 25,00,000 per year

    Senior Associate, Global Customer Care 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, International Order...

  • Senior Associate, Global Customer Care

    5 days ago

    IND - NonGBS-Pune-Kharadi, India Smith+Nephew Full time ₹ 6,00,000 - ₹ 12,00,000 per year

    Job Description 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, International Order Management to join our dynamic...

  • Senior Associate, Global Customer Care

    7 days ago

    IND - NonGBS-Pune-Kharadi, India Smith+Nephew Full time ₹ 15,00,000 - ₹ 28,00,000 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 role of Senior Associate, Global Customer Care, International Order Management to join our dynamic Global Customer...

  • Senior Associate, Global Customer Care

    5 days ago

    Kharadi, Maharashtra, India Smith+Nephew Full time ₹ 1,04,000 - ₹ 1,30,878 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 role of Senior Associate, Global Customer Care, International Order Management to join our dynamic Global Customer...

  • Senior Global Service Management Consultant

    2 weeks ago

    IND - NonGBS-Pune-Kharadi, India Smith+Nephew Full time ₹ 6,00,000 - ₹ 18,00,000 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 role of Senior Global Service Management Consultant. We are seeking a highly skilled person to support regards to all...

  • Global Service Management Consultant

    5 days ago

    IND - NonGBS-Pune-Kharadi, India Smith & Nephew Healthcare Full time ₹ 12,00,000 - ₹ 24,00,000 per year

    Senior Global Service Management Consultant 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 Global Service Management Consultant. We are seeking...

  • Customer Care Associate

    4 days ago

    Pune, India Ghrs Training Full time

    Job Description Ghrs Training is looking for a dedicated Customer Care Associate to join our team. This role is ideal for individuals with a passion for helping customers and experience in an international support environment. Key Responsibilities: - Handle customer inquiries and provide support through various channels. - Deliver excellent service by...

  • Senior Advisor

    2 weeks ago

    Pune, India Smith+Nephew Full time

    Job Description Job Description 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 SeniorAdvisor, Global Customer Care to join our dynamic Global Customer Care...

  • Customer Care Associate

    1 hour ago

    Pune, Maharashtra, India Offical One Clickk Solution Full time

    Job Description (Summary): Customer Care Associate (Work from Office) Resolution/Written Communication) 6 months experience in a customer service/interface role is preferred. Good Communication skills in English, Hindi, Marathi (Versant - 3) Good Desktop Handling skills with minimum 30 Wpm typing speed Willingness to work in 24*7 shifts. Shift timings...

  • Sales Associate

    3 days ago

    Kolkata, India Care Insurance Full time

    Job Description Company Description Care Health Insurance is a specialized health insurer offering a range of products including Health Insurance, Top-up Coverage, Personal Accident, Maternity, International Travel Insurance, and Critical Illness. The company also provides Group Health Insurance and Group Personal Accident Insurance for Corporates, Micro...