Sr. Associate, Global Customer Care (Order management)

Smith Nephew; Pune District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Smith Nephew in Pune, India is seeking a Senior Associate, Global Customer Care to manage complex order-to-cash activities, drive operational excellence, and support the evolution of our Global Customer Care CoE.

You will serve as a subject matter expert, backstop process improvements, and partner with Sales, Logistics, and Finance to improve service reliability and customer outcomes.

Qualifications

• Bachelor's degree in business administration, supply chain, commerce, operations, or related field.
• 5-7 years of experience in Order Management, Customer Care, Customer Operations, Supply Chain, or Order-to-Cash.
• Experience with SAP, Salesforce, Esker, EDI, or equivalent order management platforms.

Responsibilities

• Manage complex orders, corrections, invoicing, and exceptions across global markets.
• Identify and resolve issues impacting fulfilment, delivery, customer experience or revenue.
• Drive reduction of order backlog, holds, errors and process exceptions.
• Act as escalation point for critical customer, operational, and order management issues.
• Lead cross-functional collaboration with Sales, Logistics, Customer Service, Supply Planning, Master Data, and Finance.
• Champion continuous improvement and adoption of automation, AI, EDI, Salesforce, Esker.
• Support testing, implementation, stabilization, and user adoption of new tools.

Skills

Analytical thinking

Problem-solving

Communication

Decision-making

Education

Bachelor's degree in Business Administration, Supply Chain, Commerce, Operations, or related field

Tools

SAP

Salesforce

Esker

EDI

Job description

We are seeking a Senior Associate, Global Customer Care to join our 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.

Key Responsibilities:

• 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.
• 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.
• 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.
• 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.
• Analyze 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.

Qualification:

• Bachelor's degree in business administration, Supply Chain, Commerce, Operations, or related field.
• 5-7 years of experience in Order Management, Customer Care, Customer Operations, Supply Chain, or Order-to-Cash functions.
• Strong knowledge of SAP, Salesforce, Esker, EDI, or equivalent order management platforms.
• Proven ability to manage complex customer scenarios, escalations, and stakeholder relationships.
• Experience participating in process improvement, automation, transformation, or digital initiatives.
• Strong analytical, problem-solving, communication, and decision-making skills.

Physical Demands: 5 Days working from Office - Flexible to work in Any Shift

Why Join Us?

Be part of a high-impact, global team that values operational excellence and customer satisfaction. As a Senior Associate, you will have the opportunity to mentor others, work on global initiatives, and grow your career in a collaborative, fast-paced environment. We offer competitive benefits and continuous learning opportunities to support your professional journey.