Associate, Global Customer Care (US Shift)

Smith & Nephew Gbs; Pune District; On-site; INR 450,000 - 750,000; Full time

Job summary

Smith & Nephew Gbs in Pune is seeking an Associate - Global Customer Care to manage end-to-end order lifecycles and collaborate with regional teams to meet customer requirements. You will handle documentation, ensure timely shipments, and support continuous process improvements.

The role requires 2–4 years in customer service or order management, proficiency in SAP and Salesforce, and strong communication and organizational skills. Pune location with US shift timings may apply.

Qualifications

• Bachelor's degree or equivalent in Business Administration, Supply Chain or related field.
• 2–4 years of experience in customer service or order management, preferably global.
• Experience with SAP order-to-cash and CRM tools.

Responsibilities

• Handle end-to-end order lifecycle across multiple systems (SAP, Salesforce).
• Coordinate with regional teams to gather and drive customer requirements; monitor status and timelines.
• Prepare and review customer invoices, certifications, and documentation for international shipments.
• Liaise with warehouses, planners and freight forwarders to enable timely shipments.
• Identify risks or bottlenecks and follow up until resolution; contribute to knowledge sharing.
• Mentor junior associates and support in issue resolution and process adherence.

Skills

Order management

SAP

Salesforce

CRM tools

Attention to detail

Communication

Time management

Education

Bachelor's degree or equivalent in Business Administration/Supply Chain

Tools

SAP

Salesforce

Job description

Job Summary

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 Associate - Global Customer Care. If youre eager to be part of a dynamic environment that fosters growth and collaboration, look no further. A key role in delivering detailed customer service support across multiple geographies and divisions (Endoscopy, Orthopaedics, Advanced Wound Management). Role serves as a critical link between our internal teams, external distributors, and logistics partners to ensure timely and accurate fulfilment of customer orders. The position demands strong order management capabilities, cross-functional collaboration, and a proactive approach to issue resolution documentation handling. Lets craft the future together!

Responsibilities

• Handle end-to-end order lifecycle including order intake, validation, processing, and fulfilment across multiple systems (SAP, Salesforce, etc.).
• Coordinate with regional collaborators to ensure customer requirements are gathered, aligned, and driven. Monitor order status, inventory availability, and delivery timelines with ensuring customer satisfaction.
• Prepare and review customer documentation including invoices, certifications, and commercial documentation to support international shipments.
• Liaise with warehouses, planners, and freight forwarders to enable timely shipments and resolution of order exceptions. Ensure compliance with import/export regulations and maintain accuracy in legal documentation required by different countries.
• Identify and call out risks or operational bottlenecks to leadership and follow up until resolution. Contribute to internal knowledge sharing, continuous improvement initiatives.
• Provide mentorship and guidance to junior associates, offering support in critical issue resolution and process adherence.

Requirements

• Education: Bachelors Degree or equivalent experience in Business Administration, Supply Chain or related field.
• Experience: Minimum 2 to 4 years of experience in Customer service, order management, or supply chain support, preferably in a global or regional setting.
• Hands-on experience with SAP (order-to-cash cycle) and Salesforce or similar CRM tools. Strong knowledge of international trade documentation and compliance standards.
• Proficient in MS Office Suite, especially Excel and Outlook. Strong attention to detail and accuracy in order processing, data management. Proficient in time management, balancing complicated priorities while ensuring deadlines are met.
• Superb communication, collaboration, and relationship building and collaborator engagement skills.
• Location: Pune.
• Shift Timings: US shift (5:30 PM to 2:30 AM IST)