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Smith & Nephew
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Associate, Global Customer Care

Associate, Global Customer Care

Smith & Nephew

4 - 6 years

6 - 8 Lacs

pune

Posted:7 hours ago| Platform:

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Skills Required

order management supply chain sap data management process improvement issue resolution edi order processing operations logistics

Work Mode

Work from Office

Job Type

Full Time

Job Description

Oversee the processing of incoming sales orders from order entry to release of Order s for Invoicing, ensuring accuracy and compliance with company policies.
Handle complex order updates, including corrections, price adjustments, and surgeon/lot data, to ensure orders are cleared and invoiced in a timely manner
Proactively track order status using SAP, Esker, and EDI systems, and manage order holds to ensure no delays in processing.
Ensure that Purchase Order (PO) data is validated and compliant with internal guidelines.

Discrepancy Management and Issue Resolution -

Act as the point of escalation for complex scenarios, providing timely resolutions to customer and order-related issues.

Collaborate closely with Sales, Logistics, OMS, and Customer Service teams to resolve order issues quickly and efficiently.
Ensure that all customer inquiries are addressed promptly with high-quality, solution-oriented responses.

Support EDI and Process Improvement

Assist in the day-to-day management and growth of customer adoption for EDI, Esker, and other order management solutions.
Identify, analyze, and implement process improvements within order processing workflows to enhance accuracy and reduce turnaround time.
Contribute to achieving key performance targets related to order accuracy, invoicing, and delivery times.

Order Block Management

Oversee the management and distribution of order blocks, ensuring timely resolution of issues by coordinating with appropriate teams.
Take ownership of achieving and exceeding KPIs related to order accuracy, invoice accuracy, and on-time delivery.

Mentoring and Team Collaboration

Provide mentorship and guidance to junior associates, offering support in complex issue resolution and process adherence.
Actively collaborate with team members and leadership to improve team performance and achieve operational targets.
Maintain a "one team" attitude by sharing knowledge, supporting colleagues, and fostering a positive team environment.

What will you need to be successful

Education: Bachelors Degree or equivalent experience in Business Administration, Supply Chain or related field
Operating Mode: Work from office Monday to Friday, working in EMEA Shift (12:30 PM to 9:30 PM IST). Flexible working in any shift.
Experience: 4-6 Years of experience in Order Management, Customer Service, or Supply Chain with a focus on sales order processing and invoicing.
Strong understanding of Order Management Systems SAP, Esker (Good to have) EDI (Good to have)
Excellent communication, problem-solving, and customer service skills.
A proactive, self-starter who takes ownership of tasks and drives solutions.
Strong attention to detail and accuracy in order processing and data management.
Proficient in time management, balancing competing priorities while ensuring deadlines are met.

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