Global Customer Care Specialist - Order Fulfillment

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

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.