Senior Associate - OTC

Smith & Nephew; Wrocław; Hybrid; PLN 88,000 - 132,000; Full time

Benefits offered by this job

Hybrid Working Model

Annual Bonus

Life Insurance

Save As You Earn

Job summary

Smith+ Nephew in Wroclaw, Poland is seeking a Credit & Collections specialist to lead the Disputes Centre of Excellence. You will shape dispute process delivery in line with the Delegated Authority Matrix and Group Finance Manual.

A hybrid role offers collaboration with Sales, Customer Service and other departments in a fast-paced finance environment. You will be responsible for timely dispute resolution, documentation, and data accuracy while supporting process improvements and training.

Qualifications

• At least 2 years of order management, customer service or collections in an international environment.
• End-to-end OTC controls, processes and reporting awareness.
• Proven record of process improvements.
• Intermediate Excel skills.
• SAP experience is an asset.
• GetPaid, EDI, ESKER, HighRadius experience is an asset.
• Fluent English and Spanish (written and spoken).
• Excellent verbal and written communication skills.
• Ability to operate in a high pressure, fast-paced environment.

Responsibilities

• Timely resolution of customer disputes.
• Ensure resolution is supported by available documentation.
• Contact customers to ensure dispute resolution is communicated and supported by documentation.
• Coordinate customer queries with relevant departments.
• Analyze disputes root causes and coordinate fixes with departments.
• Ensure dispute reasons are permanently resolved.
• Contribute to accurate customer master data.
• Track dispute resolution and customer responses in the system.
• Report current statistics and flag potential risks.
• Refer and escalate unresolved issues to managers.
• Support team with root cause analysis and escalation.
• Build relationships with customers to improve satisfaction and resolution.

Skills

Customer service

Disputes handling

Excel

English

Spanish

Decision making

Tools

SAP

GetPaid

ESKER

EDI

HighRadius

Job description

Life. Unlimited. At Smith+ Nephew 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+ Nephew 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 elevate 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

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+N. 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+N 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 fulfill our shared purpose of Life Unlimited.