Senior Associate, Global Customer Care

About the role

Global Customer Care team at Smith & Nephew ensures seamless order-to-cash operations for complex surgery orders worldwide. The Senior Associate drives accurate order processing, dispute resolution, and EDI tool optimization while mentoring junior staff. Based in Pune, Kharadi, India with a hybrid work model (office and remote).

What you’ll do

• Oversee high‑volume international surgery order entry and invoicing
• Validate pricing, surgeon/lot details and ensure audit compliance
• Monitor order flow via SAP, Salesforce, EDI and manage exceptions
• Lead resolution of order disputes across sales, logistics and regional teams
• Support implementation and daily operations of EDI and digital order tools
• Mentor junior team members on best practices and system usage
• Track and report key metrics such as order accuracy and invoice timeliness
• Provide analysis to drive continuous process improvements

What you’ll bring

• Bachelor's Degree in Business Administration, Supply Chain or related field
• 5-7 years order management or supply chain experience
• Hands‑on experience with SAP, Esker or EDI
• Strong analytical and problem‑solving skills
• Excellent written and verbal communication

Skills

Benefits

• Major Medical coverage
• Educational Assistance
• Flexible Personal/Vacation Time Off
• Parental Leave and Employee Assistance Program
• Hybrid Work Model

Education

Bachelor's Degree