Associate, Global Customer Care, International Order Management (2 years Fixed Term Contract)

POL - Smith & Nephew sp. z.o.o.; Wrocław; On-site; PLN 70,000 - 104,000; Full time

Benefits offered by this job

Generous annual bonus

Life insurance

SAYE share options

Flexible vacation & holidays

Private health and dental plans

Hybrid working model

Mentorship & training subsidies

Job summary

Smith & Nephew plc in Wroclaw is seeking an Associate, Global Customer Care, International Order Management on a 2-year fixed-term contract. You will own the customer order journey from intake to delivery, including invoicing and service requests.

You will monitor orders, resolve backorders, coordinate equipment dispatch and returns, handle inquiries, and collaborate with sales and accounting to ensure accurate and timely resolutions.

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

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 and issuing return credit notes
• Following up on unresolved cases with the accounting department
• Maintain operational relationships with the sales team and other departments

Skills

English (B2)

German (B2)

Communication

Problem solving

Detail oriented

Team player

Microsoft Office

SAP experience

Education

Master’s or bachelor’s degree

Tools

SAP

Job description

Life. Unlimited. At Smith+ Nephew we design and manufacture technology that takes the limits off living. We are currently searching for an Associate, Global Customer Care, International Order Management (2 years Fixed Term Contract) 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.

Associate, Global Customer Care, International Order Management (2 years Fixed Term Contract)

Location: Wroclaw

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

Requirements

• 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

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

Compensation

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.

Benefits

• Generous annual bonus
• life insurance
• Save As You Earn share options
• Flexible Vacation and Time Off, Paid Holidays and Paid Volunteering Hours
• Private Health and Dental plans, multisport card/my benefit platform
• Hybrid Working Model (For most professional roles)
• Hands-On, Team-Customised, Mentorship, subsidies for language classes, certifications and postgraduate studies