Associate, Global Customer Care, International Order Management

Smith & Nephew; Wrocław; Hybride; PLN 70 000 - 104 000; Plein temps

Avantages offerts par ce poste

Annual bonus

Life insurance

Share options

Hybrid work

Health plan

Multisport card

Language classes subsidy

Résumé du poste

Smith+Neu in Wroclaw seeks an Associate, Global Customer Care, International Order Management to own the customer order journey from start to finish. You will ensure deliveries, billing, and service requirements are accurate, monitor orders, resolve issues, and keep customers updated throughout the process.

You will collaborate with internal teams to investigate queries, process returns, and drive solutions that enhance customer experience.

Qualifications

• Master’s or bachelor’s degree required.
• English and German language skills at B2 level or above.
• Experience with SAP would be an advantage.
• Excellent communication and interpersonal skills.

Responsabilités

• Manage the end-to-end orders flow.
• Adhere to customer requests regarding delivery location and timing.
• Monitor backorders and blocked orders.
• Verify customer-specific requirements and invoicing terms.
• Manage equipment tracking: dispatching, collection and invoicing.
• Handle telephone inquiries and provide order status updates.
• Proactively offer solutions such as substitutes and inventory management.
• Receive and log complaints and issue return credits.
• Follow up on unresolved cases with accounting.

Connaissances

English B2

German B2

Formation

Master’s or bachelor’s degree

Outils

SAP

Microsoft Office

Description du poste

Role Overview

Life. Unlimited. At Smith+Neu 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.

Responsibilities

• 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

Qualifications

• 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.

Company Culture & Benefits

• 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

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

About Smith+Neu

Smith+Neu is a global medical technology company. We design and manufacture technology that takes the limits off living. We support healthcare professionals to return their patients to health and mobility, helping them to perform at their fullest potential. From our first employee and founder, T.J. Smith, to our team today, it’s our people who make Smith+Neu a unique place. Yes, we love to innovate and develop exciting technologies, and we offer competitive salaries and progressive benefits. But it’s our culture - of Care, Collaboration and Courage - that really sets us apart. Through a spirit of ownership and can‑do attitude we work together to win. We’re a company of people who care about each other, about our customers and their patients, and about our communities. Together, we fulfill our shared purpose of Life Unlimited.

On LinkedIn & Glassdoor

Follow us on LinkedIn to see how we support and empower our employees and patients every day. Check us out on Glassdoor for a glimpse behind the scenes and a sneak peek into life, culture, and benefits at S+N.