S&
Hiring companySmith & Nephew
Active listing
Senior Associate, Global Customer Care
Pune, India Full-time Hybrid
About the role
Global Customer Care team at Smith & Nephew ensures seamless order-to-cash operations for international surgery orders. The Senior Associate oversees complex order entry, invoicing, dispute resolution and drives process improvements using SAP, Salesforce and EDI while mentoring junior staff. Based in Pune, India with a hybrid work model (office Monday‑Friday, UK shift).
What you’ll do
- Oversee entry and invoicing of complex international surgery orders
- Validate pricing and surgeon/lot details ensuring compliance
- Monitor order flow using SAP, Salesforce, EDI and manage exceptions
- Lead resolution of order disputes across sales and logistics
- Support EDI implementation and process improvements
- Mentor junior team members on best practices
- Manage order blocks to meet SLA
- Report key metrics on order accuracy and efficiency
What you’ll bring
- Bachelor's Degree in Business Administration or related field
- 5-7 years order management experience
- Experience with SAP, Esker, EDI
- Strong analytical and problem‑solving skills
- Excellent written and verbal communication
Skills
Order ManagementSAPEDIData AnalysisProcess ImprovementCustomer ServiceCross-functional CollaborationMentorship
Benefits
- Major Medical coverage
- Educational Assistance
- Flexible PTO
- Hybrid work model
- Training and mentorship
Education
Bachelor's Degree in Business Administration or related field