Service Customer Care Lead - Emerging Markets

Smith+Nephew; Johannesburg; Hybrid; ZAR 600,000 - 900,000; Full time

Job summary

A dynamic and innovative medical technology company is seeking a Service Customer Care Lead for Emerging Markets. This role is pivotal in ensuring excellence in customer service across various business units like Orthopaedics and Advanced Wound Management. The successful candidate will lead customer care operations, manage critical issues, and drive performance metrics while collaborating cross-functionally. To succeed, candidates should have a Bachelor's degree and substantial experience within the medical devices sector, along with strong communication and analytical skills.

Benefits

Medical coverage

Flexible personal time off

Employee assistance program

Parental leave

Qualifications

• Minimum of 3-5 years in Customer Service or Service Operations in a Medical Device environment.
• Experience managing sophisticated order-to-cash cycles and resolving issues.
• Proficient in handling document management requirements.

Responsibilities

• Oversee order processing and act as primary contact for key accounts.
• Maintain operational reports and analyze performance data.
• Coordinate shipments and manage logistics compliance.

Skills

Customer-focused mindset

Analytical skills

Communication skills

Problem-solving skills

Project management

Education

Bachelor’s degree in Business Administration or related field

MBA or postgraduate qualification in Operations

Tools

SAP

Salesforce

Microsoft Excel

Microsoft PowerPoint

Job description

Role : Service Customer Care Lead – Emerging Markets

Location : Mumbai, India / Poland / South Africa

Life Unlimited.

At Smith+Nephew, we design and manufacture technology that takes the limits off living

The Service Customer Care Lead – Emerging Markets is accountable for ensuring excellence in the end-to-end customer service lifecycle across key business units, including Orthopaedics, Advanced Wound Management (AWM) , and Recon . The role leads and supports the regional customer care team to drive service performance, handle critical issues, manage order-to-cash processes, and deliver a seamless, efficient customer experience. The Lead also ensures that service levels align with business metrics, internal standards, and customer expectations. Their first main focus will be on the EE & MEA region first.

What will you be doing?

Customer Service Operations :

Oversee accurate and timely order processing in ERP—from entry through invoicing.

Act as the primary point of contact for key accounts and VIP customers in Emerging Markets—ensuring proactivity and premium service.

Monitor and expedite back orders, shipment issues, and returns in collaboration with 3PL and warehouse teams.

Coordinate shipments, ensure accurate documentation, and manage customs compliance.

Handle returns, credit notes, and exchanges efficiently in line with policy.

Manage Letters of Credit—preparing accurate documentation and liaising with banks.

Reporting & Documentation :

Maintain and distribute operational reports : open orders, backlog, LIFR metrics, and customer satisfaction dashboards.

Develop and update SOPs, work instructions, and customer-specific guidelines.

Analyze performance data in Salesforce, SAP, or other ERPs to identify improvement opportunities.

Cross‑Functional Collaboration :

Align service delivery with Sales, Marketing, and Business Unit goals.

Conduct regular service reviews with distributors and key clients to collect feedback and improve satisfaction.

Work closely with Finance, Planning, Quality, and Technical Support to ensure smooth workflows.

What do you Need to Be Successful?

Bachelor’s degree in Business Administration, Supply Chain, or a related field (required). An MBA or postgraduate qualification in Operations or Equivalent experience is a plus.

Should have a minimum of 3–5 years of relevant experience in Customer Service or Service Operations —from a Medical Device environment.

Prior experience in Medical Devices / Equipment setting is a must.

Prior experience in document management and adherence to all document control regulations is preferred.

Should be open to support the MENA & KSA market / region and time zones.

Should have experience in handling customer issues.

Proven experience managing sophisticated order-to-cash cycles and resolving critical issues in high-pressure settings.

Strong experience with SAP or AX1000 —handling orders, invoicing, and back orders.

Proficiency in Salesforce, Workday, and Microsoft Excel & PowerPoint.

Experience with logistics systems and 3PL coordination is helpful.

Customer-focused mindset—anticipating needs and driving satisfaction.

Analytical and data-driven—using meaningful metrics and trends for decision-making.

Excellent verbal and written communication in English; Arabic, French, or Russian is a plus.

Strong problem-solving skills and experience with intensified / VIP issues.

Project management ability—handling multiple initiatives and cross-functional alignment.

Additional Requirements :

Willingness to travel occasionally across Emerging Markets (EE & MEA) for coordination, training, and meetings.

Comfortable working across time zones in a matrix organization.

Adaptable and proactive—with a strong orientation toward continuous improvement.

Ability to handle physical demands, including regular lifting when supporting logistics.

You. Unlimited.

We believe in creating the greatest good for society. Our strongest investments are in our people and the patients we serve.

Inclusion + Belonging : Committed to Welcoming, Celebrating, and Thriving. Learn more about on our website ().

Your Future : Medical coverage + Policy exclusions and insurance non-medical limit.

Work / Life Balance : Flexible Personal / Vacation Time Off, Privilege Leave, Floater Leave.

Your Wellbeing : Parents’ / Parents-in-Law’s Insurance, Employee Assistance Program, Parental Leave.

Flexibility : Hybrid Work Model (For most professional roles)