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Smith & Nephew
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Senior Associate, Global Customer Care

Senior Associate, Global Customer Care

Smith & Nephew

3 - 6 years

13 - 17 Lacs

Pune

Posted:2 weeks ago| Platform:

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Skills Required

Order management Supply chain SAP Process improvement Healthcare EDI Customer service Order processing Auditing Logistics

Work Mode

Work from Office

Job Type

Full Time

Job Description

Position Summary:

We are seeking a Senior Associate, Global Customer Care to join our high-performing team supporting end-to-end order management across global markets. In this role, you will independently manage complex and high-priority orders, ensure timely invoicing, and serve as a key liaison in resolving operational issues. You will leverage your experience to improve processes, support system enhancements, and ensure compliance with internal controls and customer requirements. As a senior member of the team, you will actively contribute to mentoring peers, driving KPIs, and maintaining service excellence.

Reports to: Manager - Global Customer Care

Key Responsibilities:

Order Management and Processing (Po Application, Web portals & PO retrievals in web portal)

Apply the PO to the Order based on the details mentioned in the Order Sheet or PO copy by ensuring all the relevant details of surgeon and hospitals are matched across systems.
Lead the execution of accurate and timely order entry across multiple channels, including customer web portals and SAP/EDI systems.
Validate and manage complex order updates (implant sheets, product substitutions, usage summary, lot/surgeon corrections) in line with compliance standards.
Take ownership of customer portal interactions, ensuring data accuracy and proactive order tracking.
Validate and reconcile Purchase Orders (POs) to ensure completeness and audit readiness.

Discrepancy Management and Issue Resolution

Act as the point of contact for resolving moderately to highly complex order discrepancies.
Collaborate cross-functionally with Sales, OMS, Logistics, and Customer Service to resolve blocked or held orders efficiently.
Drive root cause analysis and support escalation handling by compiling data and insights to improve long-term resolution practices.
Ensure timely and customer-centric responses to internal and external queries.

Support EDI and Process Improvement (No Case Matches)

Oversee manual order processing for exceptions where automation (EDI) fails, ensuring accurate data flow into SAP.
Support and guide EDI onboarding and optimization efforts for new customers.
Identify inefficiencies and proactively suggest process and system improvements.
Track and analyse key metrics related to turnaround time, order accuracy, and exception volume.

Order Block Management (Block 66)

Monitor, investigate, and resolve complex order blocks, ensuring minimal impact to invoice timing or delivery schedules.
Coordinate resolution activities across OMS, Finance, and Logistics teams.
Contribute to KPI achievement on order flow, accuracy, and service timelines.

Collaboration and Team Support (OMS, Logistics, Distributors)

Partner with OMS, Logistics, and regional teams to troubleshoot escalations and process exceptions.
Share subject matter expertise and provide guidance or training to junior associates.
Promote knowledge-sharing and contribute to a positive, collaborative team culture.
Actively participate in workshops and ongoing training to enhance technical and system expertise.

Qualification:

Bachelor s degree in business administration, Supply Chain, or related field.
3-6 years of relevant experience in global order management, customer care, or supply chain, preferably within a healthcare or regulated industry.
Advanced knowledge of SAP; working experience with Esker and EDI platforms strongly preferred.
Strong problem-solving and decision-making skills, with a high level of accuracy in documentation and data handling.
Effective communication and interpersonal skills to coordinate across global teams and external partners.
Proactive mindset with the ability to manage competing priorities in a fast-paced environment.
Experience in KPI tracking and process improvement initiatives is a strong advantage.

Physical Demands: Flexible to work in any shift and 5 days working from Office -

Shift Timings - US shift (5:30 PM to 2:30 AM IST) .

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Senior Associate, Global Customer Care