Customer Care Specialist

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

Job summary

Smith+Nebhew in Wrocław seeks a Global Customer Care specialist to coordinate international orders from start to finish and resolve issues across teams for a responsive service.

You will manage fulfillment, monitor backorders, coordinate dispatch and invoicing, and respond to inquiries with timely status updates. Collaboration and problem-solving skills are essential.

Qualifications

• Bachelor's or Master's degree required or preferred.
• Some experience in a similar position is advantageous.
• Fluent English (B2 or higher) is required; German is a plus.
• Strong MS Office skills; SAP experience preferred.
• Good communication and teamwork abilities; attention to detail.

Responsibilities

• Manage the end-to-end order fulfilment process, ensuring delivery, timing and invoicing meet customer requirements.
• Monitor backorders and blocked orders; proactively identify solutions to keep orders progressing.
• Coordinate equipment dispatch, collection, tracking and invoicing.
• Respond to customer enquiries with clear, timely updates on order status.
• Proactively resolve customer needs through substitutes, inventory management, and troubleshooting.
• Handle customer complaints: investigate issues, arrange returns, and propose commercial solutions.
• Process return credit notes and liaise with Accounting for unresolved cases.
• Build strong relationships with Sales and other internal teams for a seamless customer experience.

Skills

English (B2)

German (advantage)

Proactive problem solving

Effective communication

Teamwork

Attention to detail

Prioritization

Education

Bachelor's or Master's degree

Tools

MS Office

SAP

Job description

Life. Unlimited. At Smith+Nebhew 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 approachAbility 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.