Service Customer Care Lead - Emerging Markets Smith+Nephew

3.0 - 5.0 years

0 Lacs

Mumbai, Maharashtra, India

On-site

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 ERPfrom entry through invoicing. Act as the primary point of contact for key accounts and VIP customers in Emerging Marketsensuring 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 Creditpreparing 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 Bachelors 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 35 years of relevant experience in Customer Service or Service Operationsfrom 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 AX1000handling orders, invoicing, and back orders. Proficiency in Salesforce, Workday, and Microsoft Excel & PowerPoint. Experience with logistics systems and 3PL coordination is helpful. Customer-focused mindsetanticipating needs and driving satisfaction. Analytical and data-drivenusing 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 abilityhandling 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 proactivewith 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 Employee Inclusion Groups on our website (https://www.smith-nephew.com/). 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-Laws Insurance, Employee Assistance Program, Parental Leave. Flexibility: Hybrid Work Model (For most professional roles) Training: Hands-On, Team-Customized, Mentorship Stay connected and receive alerts for jobs like this by joining our talent community . We&aposre more than just a companywe&aposre 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. Stay connected and receive alerts for jobs like this by joining our talent community. We&aposre more than just a company - we&aposre 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. Show more Show less

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