Global Customer Care Associate - Hybrid International Orders

POL - Smith & Nephew sp. z.o.o.; 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 and time off

Paid holidays and volunteering hours

Private health and dental plans

Multisport card

Hybrid Working Model

Job summary

Smith+Naphew is seeking an Associate, Global Customer Care, International Order Management to manage a variety of customer cases via Salesforce CRM, from receipt to resolution, ensuring timely, professional service across regions.

You will collaborate with local country teams, contribute to process improvements, and support maternity leave coverage while maintaining high standards of quality and customer satisfaction.

Qualifications

• 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.

Responsibilities

• Execute and process customer cases received through Salesforce as assigned by local country teams within SLA.
• Contribute to improvements on case solving accuracy and timeliness based on global KPIs/SLA.
• Participate in process optimizations, automation projects, or system enhancements.
• Communicate with stakeholders to review workload, escalations, and resolve issues.
• Create and maintain country SOPs reflecting changes or audit requirements.

Skills

English (written and spoken)

Italian (written and spoken)

Strong communication

Microsoft Excel

PowerPoint

Education

Higher Education degree

Tools

Salesforce

SAP

Job description

Smith+Naphew is seeking an Associate, Global Customer Care, International Order Management to manage a variety of customer cases via Salesforce CRM, from receipt to resolution, ensuring timely, professional service across regions.

You will collaborate with local country teams, contribute to process improvements, and support maternity leave coverage while maintaining high standards of quality and customer satisfaction.