Senior Advisor – Global Customer Care at Smith Nephew

, , India -

Full Time

Start Date

Immediate

Expiry Date

29 Apr, 26

Salary

0.0

Posted On

29 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Order Management, Customer Service, Supply Chain, Sales Order Processing, Invoicing, SAP, Esker, EDI, Problem-Solving, Communication, Attention to Detail, Time Management, Process Improvement, Mentoring, Collaboration, Issue Resolution

Industry

Medical Equipment Manufacturing

Description

Position Summary: We are looking for a Senior Advisor, Global Customer Care, International Order Management to join our dynamic Global Customer Care team. In this role, you will take on a higher level of responsibility for managing the order entry, and processing of surgery orders. You will be expected to handle more complex orders, provide proactive issue resolution, and mentor junior associates. Your role will be critical in ensuring accurate order processing, timely invoicing, and high customer satisfaction while supporting cross-functional teams. As a Senior Process Associate, you will contribute to process improvement initiatives and ensure that service delivery meets and exceeds set targets. Reports to: Manager – Global Customer Care Key Responsibilities: Order Management and Processing – 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. Qualification: A bachelor's degree or equivalent in Business Administration, Supply Chain or related field 7-8 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. Physical Demands: Work from office – Monday to Friday, working in US Shift (5:30 PM to 2:30 AM IST). Flexible working in any shift. Travel Requirements: NA Why Join Us? As a Senior Advisor, Global Customer Care, International Order Management with us, you’ll be part of a global team dedicated to delivering exceptional service and operational excellence. We offer competitive benefits, opportunities for career growth, and a collaborative working environment where your contributions are valued. Join us in shaping the future of customer care and order management. Stay connected by joining our Talent Community. We're more than just a company - we're a community! Follow us on LinkedIn to see how we support and empower our employees and patients every day. Check us out on Glassdoor for a glimpse behind the scenes and a sneak peek into You. Unlimited., life, culture, and benefits at S+N. Explore our website and learn more about our mission, our team, and the opportunities we offer. Smith+Nephew is a global medical technology company. We design and manufacture technology that takes the limits off living. We support healthcare professionals to return their patients to health and mobility, helping them to perform at their fullest potential. From our first employee and founder, T.J. Smith, to our team today, it’s our people who make Smith+Nephew a unique place. Yes, we love to innovate and develop exciting technologies, and we offer competitive salaries and progressive benefits. But it’s our culture - of Care, Collaboration and Courage - that really sets us apart. Through a spirit of ownership and can-do attitude we work together to win. We’re a company of people who care about each other, about our customers and their patients, and about our communities. Together, we fulfill our shared purpose of Life Unlimited.

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Responsibilities

The Senior Advisor will oversee the processing of sales orders, ensuring accuracy and compliance while managing complex order updates. They will also act as a point of escalation for issues, collaborate with cross-functional teams, and contribute to process improvement initiatives.