Senior Associate - OTC

smithnephew; Poland; On-site; PLN 88,000 - 132,000; Full time

Benefits offered by this job

Annual bonus

Life insurance

Save As You Earn

Flexible vacation

Paid holidays

Volunteering hours

Private health & dental

Multisport card

Hybrid work model

Job summary

Smith+Nebhew in Wroclaw, Poland, seeks a Credit & Collections professional to lead the Disputes Centre of Excellence and ensure timely dispute resolution aligned with policy and GAAP. You will coordinate with Sales, Customer Service, and others to resolve issues efficiently.

Requirements include 2+ years in order management or collections, fluent English and Spanish, and experience with OTC tools. Hybrid/work model and strong bonus potential accompany the role.

Qualifications

• 2+ years in order management, customer service or collections in an international setting.
• Solid understanding of OTC controls and financial processes.
• Experience with SAP and OTC tools is preferred.

Responsibilities

• Timely resolution of customer disputes.
• Coordinate disputes with relevant departments and ensure documentation supports resolution.
• Engage customers to communicate outcomes and keep records updated.
• Analyze dispute root causes and coordinate fixes with departments.
• Maintain accurate customer master data and track resolutions in the system.
• Generate reports and flag potential risks to management.
• Support training and process improvements across the team.

Skills

Order management

Customer service

Collections

OTC controls

Excel

SAP

GetPaid

EDI

ESKER

HighRadius

Spanish

English

Tools

SAP

GetPaid

ESKER

EDI

HighRadius

Excel

Job description

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

Join our Credit & Collections team in Wrocław, Poland and play a key role in delivering a seamless employee experience.

As a key player of the finance operations role in Smith+Nebhew you will be responsible for shaping the Disputes Centre of Excellence. Your main area will be effective and efficient dispute process delivery in line with Delegated Authority Matrix and Group Finance Manual requirements.

What will you be doing?

• Timely resolution of customer disputes.
• Ensuring the resolution is supported by available documentation.
• Contact customers to ensure the dispute resolution is communicated and supported by the documentation.
• Coordinate customer queries with the relevant departments.
• Analysis of disputes root causes, proposing root cause resolution and coordinating the fixes with relevant departments.
• Ensure the dispute reasons are permanently resolved.
• Contribute to accurate customer master data.
• Ensure dispute resolution and customer responses are tracked in the system.
• Report current statistics and flag any potential risks.
• Refer and escape unresolved issues to manager of relevant departments for further action.
• Support other team members in root cause analysis and escalation process.
• Support other team members with process issues or situations with customers.
• Proactively build relationships with the customer, continually seek out ways to improve customer satisfaction, communication and query resolution.
• Ensure compliance with policies and procedures.
• Perform quality checks.
• Deliver process trainings on request.
• Build and maintain operational documents (SOPs, manuals, work instructions).
• Implement process improvements.
• Prepare updates of results on request.
• Work with OTC tools: SAP, Getpaid, ESKER, EDI, HighRadius.
• Cultivate strong collaborative relationships with internal customers, including Sales, Customer Service, and any other departments.

Location: Wroclaw

What will you need to be successful?

• To succeed in this role, you should have atleast 2 years of order management, customer service or collections experience in an international environment.
• Sound overview of end-to-end OTC operational and financial controls, business processes and reporting.
• Proven record of process improvements.
• Excel skills on minimum intermediate level.
• SAP experience will be an asset.
• GetPaid, EDI, ESKER, HighRadius experience will be an asset.
• Fluent English (written and spoken).
• Fluent Spanish (written and spoken).
• Additional European language is a plus.
• Excellent verbal and written communication skills.
• Sound decision making, personal accountability, ability to operate in high pressure and fast paced environment.

The anticipated base compensation range for this position is 88,250.00 - 1,32,250.00 PLN gross 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

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