Customer Care Specialist

Smith Nephew; Polska; Hybrid; PLN 70,000 - 104,000; Full time

Benefits offered by this job

Hybrid Working Model

Generous annual bonus

Life insurance

SAYE share options

Private Health and Dental plans

Job summary

Smith+ Nephew in Wrocław is seeking a Global Customer Care professional to coordinate international orders from start to finish. You will monitor backorders, coordinate dispatch and invoicing, and resolve customer inquiries across teams to ensure responsive, reliable service.

The role requires a degree and English fluency with German a bonus. Hybrid work setup with a merit-based base salary range and a comprehensive benefits package is offered.

Qualifications

• Bachelor's or Master's degree required or equivalent.
• Fluent English (B2+) is mandatory.
• German language skills are an advantage.
• Strong communication and teamwork are essential.
• Detail-oriented with proactive problem-solving and prioritization abilities.

Responsibilities

• Manage end-to-end order fulfilment, ensuring delivery, timing and invoicing meet customer requirements.
• Monitor backorders and blocked orders, with proactive solutions to keep orders moving.
• Coordinate equipment dispatch, tracking and invoicing.
• Respond to customer inquiries with clear, timely order-status updates.
• Address customer needs with substitutions, inventory management, and troubleshooting.
• Handle customer complaints, investigate issues, coordinate returns, and propose commercial solutions.
• Process return credits and liaise with Accounting on unresolved cases.
• Build strong cross-functional relationships with Sales and other teams to ensure a seamless customer experience.

Skills

English proficiency

Communication

Teamwork

Attention to detail

Problem solving

Prioritization

Education

Bachelor's or Master's degree

Tools

MS Office

SAP

Job description

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

Join our Global Customer Care team in Wrocław and become an important part of the customer journey. In this role, you will coordinate international orders from start to finish, solve problems as they arise and work across teams to make sure customers receive the responsive, reliable service they expect.

What will you be doing?

• Manage the end to end order fulfilment process, ensuring customer requirements for delivery, timing and invoicing are met.
• Monitor backorders and blocked orders, proactively identifying solutions to keep orders progressing.
• Coordinate equipment dispatch, collection, tracking and invoicing.
• Respond to customer enquiries and provide clear, timely updates on order status.
• Proactively resolve customer needs through solutions such as substitute products, inventory management and troubleshooting.
• Manage customer complaints, including investigating issues, coordinating product returns and proposing appropriate commercial solutions.
• Process return credit notes and follow up on unresolved cases with the Accounting team.
• Build strong operational relationships with Sales and other internal teams to deliver a seamless customer experience.

What will you need to be successful?

• Bachelor's or Master's degree
• Some experience in a similar position will be an advantage
• Fluent communication in English (at least B2 level)
• Good communication in German will be additional advantage
• Confident using MS Office tools
• SAP experience preferred
• Effective communication and teamwork skills
• Strong attention to detail
• Proactive problem solving approach
• Ability to manage different priorities

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

Stay connected by joining our Talent Community .

We're more than just a company - we're a community! 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 You. Unlimited. , life, culture, and benefits at S+N.

Explore our website and learn more about our mission, our team, and the opportunities we offer.