Associate, Global Customer Care, International Order Management

Smith Nephew; Polska; Hybride; PLN 70 000 - 104 000; Plein temps

Avantages offerts par ce poste

Generous annual bonus

Life insurance

Save As You Earn share options

Private health and dental plans

Hybrid working model

Paid holidays and volunteering hours

Résumé du poste

Smith Nephew in Wroclaw is seeking an Associate, Global Customer Care, International Order Management to own the customer order journey from start to finish. You will coordinate deliveries, billing and service requirements, monitor orders, resolve issues and backorders, and keep customers updated while collaborating with internal teams.

English and German languages are required at B2 level or above. The role emphasizes cross-functional collaboration, accurate order processing, and proactive

Qualifications

• Master's or bachelor's degree required.
• English at B2 level or above.
• German at B2 level or above.
• Experience with SAP is advantageous.
• Good working knowledge of Microsoft Office.
• Excellent communication and interpersonal skills.

Responsabilités

• Manage end-to-end orders flow from initiation to delivery and invoicing.
• Adhere to customer requests regarding delivery location and timing.
• Monitor backorders and blocked orders and resolve issues.
• Verify customer-specific requirements and invoicing terms.
• Coordinate equipment tracking, dispatch, collection, and invoicing.
• Handle telephone inquiries and provide order status updates.
• Propose solutions such as substitutions or inventory management.
• Receive and log complaints, determine liability, and process return credits.
• Collaborate with accounting to follow up on unresolved cases.
• Maintain relationships with sales and other departments.

Connaissances

English B2+

German B2+

Microsoft Office

Communication skills

Team player

Formation

Master's or Bachelor's degree

Outils

SAP

Description du poste

Life. Unlimited. At Smith+Nap we design and manufacture technology that takes the limits off living.

We are currently searching for an Associate, Global Customer Care, International Order Management to join our great team in Wroclaw.

In this role, you will take ownership of the customer order journey from start to finish, ensuring deliveries, billing, and service requirements are handled accurately and efficiently. You will proactively monitor orders, resolve issues and backorders, coordinate equipment dispatches and returns, and keep customers updated along the way. Working closely with internal teams, you will also investigate customer queries and complaints, process return credits, and help drive solutions that create a smooth and positive customer experience.

What will you be doing?

• Manage the end-to-end orders flow


• Adhering to customer requests regarding delivery location and timing


• Monitoring backorders and blocked orders


• Verifying customer-specific requirements and invoicing terms


• Manage equipment tracking: dispatching and collecting and invoicing


• Handle telephone inquiries


• Provide customers with information on order status


• Proactively offer solutions (e.g., substitute products, inventory management, troubleshooting)


• Receiving and logging complaints (determining liability, tracking product returns, proposing commercial solutions, etc.) and issuing return credit notes.


• Following up on unresolved cases with the accounting department


• Maintain operational relationships with the sales team and other departments

What will you need to be successful?

• Master's or bachelor's degree


• English language skills at B2 level or above


• German language skills at B2 level or above


• Experience with SAP would be an advantage


• Good working knowledge of Microsoft Office


• Excellent communication and interpersonal skills


• Strong problem-solving skills and a proactive approach


• High level of attention to detail and accuracy


• Strong team player with a collaborative mindset

The anticipated base compensation range for this position is PLN 69,500 - PLN 104,250 annually.

The actual base pay offered to the successful candidate will be based on objective, job related factors including (but not limited to) relevant skills, qualifications, and experience, scope and responsibilities of the role, geographic location, and internal equity considerations. Compensation decisions are made using consistent and gender neutral criteria, in line with applicable pay transparency laws. This role has been evaluated within our internal job architecture and mapped to a defined pay band to ensure consistency and fairness.

You. Unlimited.

We believe in creating the greatest good for society. Our Strongest investments are in our people and patients we serve.

Inclusion & Belonging

Committed to Welcoming, Celebrating and Thriving on Inclusion and Belonging, Learn more about our Employee Inclusion Groups on our website.

Your Future

• Generous annual bonus, life insurance, Save As You Earn share options.

Work/Life Balance

• Flexible Vacation and Time Off, Paid Holidays and Paid Volunteering Hours, so we can give back to our communities!

Your Wellbeing

• Private Health and Dental plans, multisport card/my benefit platform and much more.

Flexibility

• Hybrid Working Model (For most professional roles).

Training

• Hands-On, Team-Customised, Mentorship, subsidies for language classes, certifications and postgraduate studies