Job highlights

- Bachelor's in Business/Supply Chain with 5-7 years in Order Management and expertise in SAP, Salesforce, Esker, EDI
- Manage complex customer orders, handle escalations, drive order fulfilment and continuous improvement initiatives

We are currently hiring for Sr. Sr. Associate, Global Customer Care -Pune Permanent work from Office.

Interested can share your profile at [email protected]

Role & responsibilities

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.

Customer Experience and Stakeholder Management -

- Build robust 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.

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 new tools,systems, and business processes..

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.

Preferred candidate profile

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.

Interested can share your profile at [email protected]

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