Customer Care Specialist

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

Benefits offered by this job

Generous annual bonus

Life insurance

Save As You Earn share options

Flexible vacation

Paid holidays

Paid volunteering hours

Private health and dental plans

Multisport card

Job summary

Smith+NEP in Wrocław is seeking a Customer Care professional to manage end-to-end order fulfilment for international customers. You will coordinate delivery, invoicing and backorders while proactively solving issues to keep orders moving and ensure a responsive service.

You will communicate with Sales and Accounting, handle inquiries, and resolve complaints with a focus on accuracy and timeliness. A hybrid working model and strong benefits support your work‑life balance.

Qualifications

• Bachelor's or Master's degree in a relevant field.
• Some experience in a similar position is advantageous.
• Fluent in English (at least B2).
• German is a plus.
• Confident using MS Office tools; SAP experience preferred.
• Strong communication and teamwork skills.
• Attention to detail and proactive problem solving.
• Ability to manage different priorities.

Responsibilities

• Manage the end-to-end order fulfilment process and ensure delivery, timing and invoicing meet customer requirements.
• Monitor backorders and blocked orders, proactively identifying solutions to keep orders moving.
• Coordinate equipment dispatch, collection, tracking and invoicing.
• Respond to customer inquiries with clear, timely updates on order status.
• Resolve customer needs through substitutions, inventory management, and troubleshooting.
• Handle customer complaints, investigate issues, coordinate returns and propose commercial solutions.
• Process return credit notes and follow up with Accounting on unresolved cases.
• Build strong cross-team relationships to deliver a seamless customer experience.

Skills

English (B2)

German (advantage)

Communication

Teamwork

Problem solving

Prioritization

Attention to detail

Education

Bachelor's or Master's degree

Tools

MS Office

SAP

Job description

Life. Unlimited. At Smith+… 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.

Smith+NEP 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+NEP 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 fulfil our shared purpose of Life Unlimited.