Senior Associate - OTC

Smith+Nephew; Wrocław; Hybrid; PLN 88,000 - 132,000; 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

Hybrid working model

Job summary

Smith+Nephew in Wroclaw, Poland, is seeking a Credit & Collections professional to lead the Disputes Centre of Excellence and drive timely resolution of customer disputes in an international environment.

You will coordinate queries across departments, analyze root causes, and ensure accurate customer data while tracking resolutions in the system. Fluency in English and Spanish, strong Excel skills, and experience with OTC controls are required.

Qualifications

• At least 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.
• 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.

Responsibilities

• 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.

Skills

Fluent English (written and spoken)

Fluent Spanish (written and spoken)

Excellent verbal and written comms

Tools

SAP

GetPaid

ESKER

EDI

HighRadius

Job description

Life. Unlimited. At Smith+Naphew 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+Naphew 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

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