Associate, Global Customer Care with Italian (Maternity Leave Cover)

Smith & Nephew plc; Poland; Hybrid; PLN 70,000 - 104,000; Full time

Benefits offered by this job

Hybrid working model

Generous annual bonus

Life insurance

Save As You Earn share options

Private Health and Dental plans

Job summary

Smith & Nephew plc is seeking an Associate, Global Customer Care, International Order Management (Maternity Leave Cover). You will manage customer cases via Salesforce, ensuring timely, professional service and collaboration with local country teams and stakeholders.

The role requires a higher education degree, strong English and Italian language skills, and experience with SAP or ERP systems; Excel and PowerPoint proficiency is also expected.

Qualifications

• Higher Education degree required.
• Very good command of English (written and spoken).
• Very good command of Italian (written and spoken).
• Strong communication and interpersonal skills with a customer-focused approach.
• Experience with SAP or other ERP systems is an advantage.
• Proficient in Microsoft Excel and PowerPoint.

Responsibilities

• Execute and process customer cases received through Salesforce Service Cloud as assigned by the local team according to the defined SLA.
• Contribute to improvements in case solving accuracy and timeliness; support global KPI/SLA targets.
• Participate in process optimization, automation projects or system changes.
• Maintain active communication with stakeholders to review workload, escalations, and issue resolution.
• Create and maintain country SOPs reflecting changes, updates, or audit requirements.

Skills

English language

Italian language

Communication

Customer focus

Education

Higher Education degree

Tools

SAP/ERP

Excel

PowerPoint

Job description

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

We are currently searching for a Associate, Global Customer Care, International Order Management (Maternity Leave Cover).

In this role, you will manage a variety of customer cases assigned by local country teams through the Salesforce CRM platform. You will be responsible for handling customer requests from initial receipt through to resolution, ensuring a timely, professional, and customer-focused service. Working closely with key stakeholders, you will help deliver efficient case handling while maintaining a high standard of quality.

What will you be doing?

• (75%) Execution - Process customer cases received through Salesforce service cloud assigned by local team as per agreed process within standards as per SLA with regards to activities agreed to scope (customer transactional requests)
• (10%) Quality - Proactively contribute to improvements on case solving accuracy, timeliness and improvement topics in line with global KPI's/SLA's.
• (5%) Actively participate in the optimization of the processes taking part in automation or improvement project, system changes or enhancements.
• (5%) Communicate actively with all stakeholders to review workload, processes, escalations and resolve issues in agreed stakeholder model.
• (5%) Create and maintain country documentation SOP's in reaction to changes, updates or escalation that impact the existing processes or audit requirements .

What will you need to be succesful?

• Higher Education degree
• Very good command of English , both written and spoken
• Very good command of Italian , both written and spoken
• Strong communication and interpersonal skills, with a customer-focused approach
• Experience with SAP or other ERP systems would be an advantage
• Good working knowledge of Microsoft Excel and PowerPoint

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