Senior Advisor – Global Customer Care

About the role

Smith+Nephew is seeking a Senior Advisor for Global Customer Care to lead complex order entry and processing activities. You will ensure accurate surgery order handling, timely invoicing, and high customer satisfaction while supporting cross‑functional teams.

Key responsibilities

• Oversee end‑to‑end processing of sales orders, including corrections, price adjustments, and surgeon/lot data.
• Track order status using SAP, Esker, and EDI systems, managing holds to prevent delays.
• Validate purchase order data against internal guidelines.
• Act as escalation point for complex order issues, collaborating with Sales, Logistics, OMS, and Customer Service.
• Support and promote customer adoption of EDI, Esker, and other order‑management solutions.
• Identify and implement process improvements to enhance accuracy and reduce turnaround time.
• Manage order blocks and ensure timely resolution with relevant teams.
• Mentor junior associates and foster a collaborative team environment.

Required profile

• Bachelor’s degree in Business Administration, Supply Chain, or a related field.
• Proven experience in order management or customer care within a global setting.
• Strong analytical mindset with a focus on accuracy and compliance.
• Excellent communication skills and ability to work cross‑functionally.

Required skills

• SAP
• Esker
• EDI systems