Role & responsibilities:

We are seeking a Senior Associate, Global Customer Care to join our Global Customer Care team. In this role, you will be responsible for managing complex order-to-cash activities, driving operational excellence, improving customer outcomes, and supporting the continued evolution of our Global Customer Care CoE.

Beyond day-to-day order management, you will serve as a subject matter expert, support team members, lead process improvement initiatives, support digital and AI-enabled ways of working, and partner with stakeholders to improve service reliability, customer experience, and operational performance.

As a senior member of the team, you will be expected to demonstrate ownership, accountability while contributing to capability building across markets and processes.

Key Responsibilities:

1. Customer Order Fulfilment & Operational Ownership

- Manage complex customer orders, corrections, invoicing activities, and exception handling across global markets.
- Ensure accurate and timely order processing while maintaining compliance with established business controls and customer requirements.
- Proactively identify and resolve issues impacting order fulfilment, delivery commitments, customer experience, or revenue realization.
- Drive reduction of order backlog, order holds, repeat errors, and process exceptions.
- Act as an escalation point for critical customer, operational, and order management issues.

2. Customer Experience and Stakeholder Management -

- Build strong partnerships with Sales, Logistics, Customer Service, Supply Planning, Master Data, and Finance teams.
- Lead resolution of complex customer issues through effective cross-functional collaboration.
- Anticipate customer risks and proactively drive corrective actions before service commitments are impacted.
- Demonstrate ownership of customer outcomes and support a culture of reliability, responsiveness, and accountability.

3. Continuous Improvement & Digital Transformation -

- Champion continuous improvement initiatives focused on improving quality, speed,



customer experience, productivity, and cost efficiency.
- Drive adoption of automation, AI, EDI, Salesforce, Esker, and other digital solutions.
- Identify opportunities to reduce manual effort, improve First Time Touch performance, and increase touchless order enablement.
- Support testing, implementation, stabilization, and user adoption of current tools, systems, and business processes.

4. Subject Matter Expertise & Capability Building

- Act as a subject matter expert for assigned markets, processes, or systems.
- Support associates on process execution, issue resolution, quality standards, and best practices.
- Contribute to onboarding, knowledge transfer, cross-training, Back-up Planning and process certification activities.
- Maintain robust process documentation and support ongoing SOP reviews and knowledge management activities.
- Build and demonstrate proficiency across multiple markets and processes to support operational resilience and business continuity.

5. Performance, Governance & Risk Management

- Monitor operational performance and take action to address service level, quality, and delivery risks.
- Analyze performance trends and provide recommendations to improve operational effectiveness.
- Support governance activities, audit readiness, compliance requirements, and internal control adherence.
- Contribute to transition, project ensuring successful delivery and stabilization.

Qualification:

- Bachelors degree in business administration, Supply Chain, Commerce, Operations, or related field.
- 5-7 years of experience in Order Management, Customer Care, Customer Operations, Supply Chain, or Order-to-Cash functions.
- Strong knowledge of SAP, Salesforce, Esker, EDI, or equivalent order management platforms.
- Proven ability to manage complex customer scenarios, escalations, and stakeholder relationships.
- Experience participating in process improvement, automation, transformation, or digital initiatives.
- Strong analytical, problem-solving, communication, and decision-making skills.

Physical Demands: 5 Days working from Office – Flexible to work in Any Shift

📌 Senior Associate, Global Customer Care (Pune)
🏢 Smith Nephew
📍 Pune