Senior Associate, Global Customer Care (US shift)

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 to join our dynamic Global Customer Care team. In this role, you will be responsible for managing complex order-to-cash activities, driving operational excellence, improving customer outcomes, and supporting the continued evolution of our Global Customer Care COE.

Beyond day-to-day order management, you will serve as a subject matter expert, support team members, lead process improvement initiatives, support digital and AI-enabled ways of working, and partner with stakeholders to improve service reliability, customer experience, and operational performance. As a senior member of the team, you will be expected to demonstrate ownership, accountability while contributing to capability building across markets and processes.

What will you be doing?

1. Customer Order Fulfilment & Operational Ownership

- Manage complex customer orders, corrections, invoicing activities, and exception handling across global markets. Ensure accurate and timely order processing while maintaining compliance with established business controls and customer requirements.

- Proactively identify and resolve issues impacting order fulfilment, delivery commitments, customer experience, or revenue realization.

- Drive reduction of order backlog, order holds, repeat errors, and process exceptions. Act as an escalation point for critical customer, operational, and order management issues.

2.Customer Experience and Stakeholder Management

- Build strong partnerships with Sales, Logistics, Customer Service, Supply Planning, Master Data, and Finance teams. Lead resolution of complex customer issues through effective cross-functional collaboration.

- Anticipate customer risks and proactively drive corrective actions before service commitments are impacted.

- Demonstrate ownership of customer outcomes and support a culture of reliability, responsiveness, and accountability.

3. Continuous Improvement & Digital Transformation

- Champion continuous improvement initiatives focused on improving quality, speed, customer experience, productivity, and cost efficiency.

- Drive adoption of automation, AI, EDI, Salesforce, Esker, and other digital solutions. Identify opportunities to reduce manual effort, improve First Time Touch performance, and increase touchless order enablement.

- Support testing, implementation, stabilization, and user adoption of new tools, systems, and business processes.

4. Subject Matter Expertise & Capability Building

- Act as a subject matter expert for assigned markets, processes, or systems. Support associates on process execution, issue resolution, quality standards, and best practices.

- Contribute to onboarding, knowledge transfer, cross-training, Back-up Planning and process certification activities. Maintain robust process documentation and support ongoing SOP reviews and knowledge management activities.

- Build and demonstrate proficiency across multiple markets and processes to support operational resilience and business continuity.

5. Performance, Governance & Risk Management

- Monitor operational performance and take action to address service level, quality, and delivery risks.

- Analyse performance trends and provide recommendations to improve operational effectiveness.

- Support governance activities, audit readiness, compliance requirements, and internal control adherence. Contribute to transition, project ensuring successful delivery and stabilization.

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: 5-7 Years of experience in Order Management, Customer Care, Customer Operations, Supply Chain or Order-to-Cash functions.
• Proven ability to manage complex customer scenarios, escalations, and stakeholder relationships.
• Experience participating in process improvement, automation, transformation, or digital initiatives.
• 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.

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 https://www.smith-nephew.com/

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, 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.

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