Manager, Global Customer Care, US (Alajuela, Costa Rica)

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

We are looking for a dynamic and self-driven Manager – Global Customer Care who will play a pivotal role in ensuring seamless order management and delivering exceptional customer service across our global operations. This individual will be responsible for managing service delivery, driving continuous improvement initiatives, overseeing SLAs and governance, and managing transitions. You will engage with senior stakeholders, guiding the team to ensure efficient and accurate processing of orders and invoicing while optimizing processes to meet business objectives.

This position is M1 level (Internal use only)

What will you be doing?

Key Responsibilities:

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, analyse 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

• A bachelor's degree or equivalent in Business Administration, Supply Chain or related field

Experience

• 7-8 Years of experience in Order Management, Customer Service, or Supply Chain, with at least 2 years in a managerial role

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

• Experience in managing transitions and process improvement initiatives.

Languages

• Advanced English level

Knowledge

• Strong understanding of order management processes, including order entry

Competences

• 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.

Physical Demands: Flexible to work in any shift

Travel Requirements:  <10% (if required)

You. Unlimited

We believe in creating 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/ 

• Your future:  stock purchase program, referral bonus, subsidy in transport and food, recognition program.

• Work/Life Balance: Extra days off, birthday off, voluntary hours.

• Your Wellbeing: company doctor, medical insurance, gym, health campaigns, employee assistance program, parental leave. 

• Flexibility: Hybrid work model (for more professional roles), flexible schedules.

• Training: Training program, unlimited learning.

• Extra perks: employees association, and more…

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