Manager – Global Customer Care

Job Title - Manager - Global Customer Care

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

Are you ready to lead a global team and shape the future of customer care? We’re looking for a driven and dynamic Manager - Global Customer Care team in Pune, India. Managing service delivery, driving continuous improvement initiatives, overseeing SLAs and governance, and managing transitions. This is an exciting opportunity to play a key role in shaping the future of our Global Customer Care operations. You will be part of a growing, dynamic team, have access to development opportunities, and contribute to continuous improvement within our global operations. We offer competitive compensation and benefits, and a collaborative work environment designed for growth and success.

What will you be doing?

Order Management and Processing –

• Direct and co-ordinate day-to-day activity of Order Management Team and ensure achievement of agreed daily/weekly/Monthly SLA’s
• Ensure all sales orders received are processed, utilizing the appropriate exception and communication processes when any issue preventing our ability to match customer demands is identified with a focus on execution turnaround time and quality.
• Proactively contribute to the order management accuracy and turnaround targets to ensure objected are met and exceeded when possible
• Drive efficiency in managing order corrections, invoice accuracy, and adherence to all internal and customer-specific guidelines.
• Manage the timely resolution of customer disputes and Open Order issues related to surgery orders.

Service Delivery and SLA Management -

• Ensure that all order processing activities meet agreed-upon service level agreements (SLAs) for accuracy, speed, and customer satisfaction.
• Monitor and report on performance metrics related to order accuracy, invoicing, and dispute management, ensuring the highest standards of service delivery are met.
• Lead regular reviews and governance of service delivery, ensuring adherence to best practices, continuous improvement, and timely issue resolution.

Team Management and Development –

• Lead, mentor, and develop a high-performing team of Advisors and Senior Advisors, ensuring they are equipped to meet performance targets and customer expectations.
• Support your team in overcoming challenges by providing guidance on complex order-related issues.
• Manage team performance through regular check-ins, feedback, and coaching, ensuring alignment with business goals and fostering a culture of continuous improvement.

Transition Management –

• Manage the transition of new Channel, markets, territories, or process changes smoothly and efficiently, ensuring minimal disruption to operations.
• Collaborate with cross-functional teams to identify and implement process improvements during transitions to enhance efficiency and customer experience.
• Stakeholder Engagement and Collaborations –
• Build and maintain strong relationships with internal and external stakeholders, including senior management, customers, and vendors.
• Communicate and manage stakeholders as per agreed schedule & expectation
• Ensure alignment with stakeholders across the organization by providing regular updates on order processing, invoicing, and customer service issues.

Continuous Improvement:

• Support the day-to-day management and growing customer adoption of EDI, Esker or other solutions to achieve the "perfect touchless order
• Lead initiatives aimed at enhancing customer satisfaction, operational efficiency, and team performance.
• Utilize tools like SAP, Salesforce, Esker and other relevant tool and applications to track performance, analyze trends, and drive data-driven decision-making.

Reporting & Analytics:

• Prepare and present regular reports on team performance, order status, dispute resolution, and customer satisfaction.
• Provide insights and recommendations for process improvements based on key performance indicators (KPIs) and data analysis.

What will you need to be successful?

• Education: Bachelor's Degree or equivalent experience in Business Administration, Supply Chain or related field.
• Operating Mode: Work from office – Monday to Friday, working in US Shift (5:30 PM to 2:30 AM IST). Flexible working in any shift.

• Experience: 7–8 years of relevant experience in Order Management, Customer service, or Supply Chain.

• With at least 2 years in a managerial role, Strong understanding of order management processes, including order entry.

• Hands on experience in SAP, Salesforce CRM, and Electronic Data Interchange (EDI) is preferred.

• Experience in managing transitions and process improvement initiatives. Strong interpersonal and communication skills, with the ability to engage with senior stakeholders.

• Self-starter with a proactive approach to problem-solving, Sense of efficiency, urgency and priority.  Ability to work effectively in a cross functional and cross business environment. 

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 (Employer Contribution of 8,000/- annually), 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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