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Description
Position Summary: We are seeking an Advisor, Global Customer Care to join our high-performing Global Customer Care team. In this role, you will support the end-to-end order management process, including accurate order entry, timely invoicing, and issue resolution. As an Advisor, you will manage standard and moderately complex orders, collaborate with cross-functional teams, and contribute to customer satisfaction by ensuring smooth and accurate processing of surgical product orders. You will play a vital role in maintaining service levels, data integrity, and compliance with company policies. Reports to: Manager – Global Customer Care Key Responsibilities: Order Management and Processing – Execute order entry and validation processes, ensuring alignment with company policies and customer requirements. Process updates to orders such as PO changes, product adjustments, and lot/surgeon data corrections. Monitor order status through SAP, Esker, and EDI systems, ensuring timely processing and release for invoicing. Validate Purchase Orders (POs) for accuracy and compliance Discrepancy Management and Issue Resolution - Identify and resolve standard order-related issues by working closely with Sales, Logistics, OMS, and Customer Service teams. Support the escalation process by gathering necessary data and facilitating communication between departments. Provide timely and professional responses to customer inquiries with a solutions-oriented approach. Support EDI and Process Improvement – Assist in the onboarding and day-to-day operation of customer EDI and Esker solutions. Recommend process enhancements and participate in initiatives to improve order processing efficiency. Help track performance metrics related to order accuracy, processing time, and invoicing. Order Block Management – Monitor and act on order blocks, collaborating with internal teams to ensure quick resolution. Support efforts to meet KPIs tied to order accuracy, invoice precision, and on-time delivery. Collaboration and Team Support – Collaborate with colleagues to resolve operational issues and share best practices. Support team goals by assisting others during peak periods and maintaining a cooperative work environment. Engage in training sessions and continuous learning to improve technical and procedural knowledge. Qualification: Bachelor’s degree in business administration, Supply Chain, or a related field. 2–4 years of experience in order management, customer service, or supply chain roles, preferably in a global or healthcare setting. Familiarity with order processing systems such as SAP; knowledge of Esker and EDI is a plus. Strong communication and problem-solving skills. Detail-oriented with a high degree of accuracy in data entry and documentation. Ability to manage time effectively and work across multiple priorities. Physical Demands: Flexible to work in any shift Travel Requirements: NA Why Join Us? As an Advisor, Global Customer Care you will be a key part of a global team focused on excellence in customer service and operational efficiency. We offer a collaborative work environment, growth opportunities, and the chance to contribute meaningfully to customer satisfaction and business success. Stay connected and receive alerts for jobs like this 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 our Glassdoor page for a glimpse behind the scenes and a sneak peek into You . Unlimited . , life, culture, and benefits at S+N. Explore our new website and learn more about our mission, our team, and the opportunities we offer.
