Global Customer Care Associate, International Case Management Lead

3 godzin temu

Wrocław, Województwo dolnośląskie, Polska Smith+Nephew Pełny etat
Job Description

At Smith+Nephew, we're dedicated to designing and manufacturing technology that empowers people to live their best lives.

About the Role

The role of Global Customer Care Associate, International Case Management Lead is a vital part of our team. You'll be responsible for executing customer cases received in various areas as assigned by local country teams on the Salesforce cloud platform. Your task will consist of receiving, handling, and adequately closing customer requests in a timely, customer-oriented manner, collaborating with all stakeholders to achieve the best possible handling time and quality.

Key Responsibilities:
  • Execution - Process customer cases received through the Salesforce service cloud assigned by the local team
  • Quality - Proactively contribute to improvements in case-solving accuracy, timeliness, and improvement topics
  • Actively participate in the optimization of processes taking part in automation, improvement projects, system changes or enhancements
  • Communicate actively with all collaborators to review workload, processes, concerns, and resolve issues in the agreed model
  • Create and maintain country documentation SOPs in reaction to changes, updates, or issues that impact existing processes or audit requirements
What We Offer

We believe in creating the greatest good for society. Our strongest investments are in our people and the patients we serve. To support your success, we offer:

  • An estimated annual salary of $85,000-$95,000 based on location and experience
  • A comprehensive benefits package including annual bonus, life insurance, company stock saving plan, paid volunteering hours, flexible approach, private health care with dental care package, multisport card/my benefit platform, and more
  • Ongoing training and development opportunities, including hands-on, team-customized, subsidies for language classes, certifications, and postgraduate studies
Requirements

To succeed in this role, you'll need:

  • A Master's or bachelor's degree
  • Order Management/Customer Service/CRM or SAP experience
  • Excel/ERP/Powerpoint skills
  • Strong communication, project management, and presentation skills
  • Proficiency in English (min. B2) and German
About Us

Smith+Nephew is a leading medical technology company that's passionate about improving people's lives. We're committed to creating an inclusive, diverse, and equitable workplace where everyone can thrive. If you share our values and are passionate about making a difference, let's connect

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