Associate, Global Customer Care (US Shift)

Life Unlimited. At Smith+Nephew, we design and manufacture technology that takes the limits off living.

Join our dynamic team and embark on an exciting journey of innovation and growth as we seek a hard-working and dedicated individual to fill the role of Associate - Global Customer Care. If you're eager to be part of a dynamic environment that fosters growth and collaboration, look no further. A key role in delivering detailed customer service support across multiple geographies and divisions (Endoscopy, Orthopaedics, Advanced Wound Management). Role serves as a critical link between our internal teams, external distributors, and logistics partners to ensure timely and accurate fulfilment of customer orders. The position demands strong order management capabilities, cross-functional collaboration, and a proactive approach to issue resolution & documentation handling. Let's craft the future together!

What will you be doing?

• Handle end-to-end order lifecycle including order intake, validation, processing, and fulfilment across multiple systems (SAP, Salesforce, etc.).

• Coordinate with regional collaborators to ensure customer requirements are gathered, aligned, and driven. Monitor order status, inventory availability, and delivery timelines with ensuring customer satisfaction.

• Prepare and review customer documentation including invoices, certifications, and commercial documentation to support international shipments.

• Liaise with warehouses, planners, and freight forwarders to enable timely shipments and resolution of order exceptions. Ensure compliance with import/export regulations and maintain accuracy in legal documentation required by different countries.

• Identify and call out risks or operational bottlenecks to leadership and follow up until resolution. Contribute to internal knowledge sharing, continuous improvement initiatives.

• Provide mentorship and guidance to junior associates, offering support in critical issue resolution and process adherence.

What will you need to be successful?

• Education: Bachelor's Degree or equivalent experience in Business Administration, Supply Chain or related field.

• Experience: Minimum 2 to 4 years of experience in Customer service, order management, or supply chain support, preferably in a global or regional setting.

• Hands-on experience with SAP (order-to-cash cycle) and Salesforce or similar CRM tools. Strong knowledge of international trade documentation and compliance standards.

• Proficient in MS Office Suite, especially Excel and Outlook. Strong attention to detail and accuracy in order processing, data management. Proficient in time management, balancing complicated priorities while ensuring deadlines are met.

• Superb communication, collaboration, and relationship building and collaborator engagement skills.

• Working from Office for all 5 days (Monday to Friday)- Kharadi, Pune.

• Shift Timings - US shift (5:30 PM to 2:30 AM IST)

You. Unlimited.

We believe in crafting 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 our Employee Inclusion Groups on our website https://www.smith-nephew.com/

Other reasons why you will love it here!

• Your Future: Major Medical coverage + Policy exclusions and insurance non-medical limit. Educational Assistance.

• Work/Life Balance: Flexible Personal/Vacation Time Off, Privilege Leave, Floater Leave.

• Your Wellbeing: Parents / Parents in Law’s Insurance, Employee Assistance Program, Parental Leave.

• Flexibility: Hybrid Work Model (For most professional roles)

• Training: Hands-On, Team-Customized, Mentorship

• Extra Perks: Free Cab Transport facility for all employees, One Time Meal provided to all employees as per shift. Night Shift Allowances.

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