Smith & Nephew

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

Smith+Nephew is hiring Manager, Global Customer Care, International Order Management SOEUR [fixed-term contract until 30.12.2025].

The role involves managing a large team responsible for handling all aspects of order entry and order management for sales and consignment orders received within the assigned geography (Spain, Italy, Portugal). Your main responsibility is to ensure that all orders are processed accurately and on time, meeting agreed-upon KPI targets. You'll collaborate closely with in-country Customer Service teams to ensure complete alignment on deliverables, and to ensure all necessary customer communication is effectively handled. Additionally, you'll play a key role in driving and supporting important projects focused on automation, process adoption, and continuous improvement.

What you will be doing?

• Direct and coordinate the day-to-day activities of the Order Management team, ensuring the achievement of agreed-upon daily, weekly, and monthly KPIs and performance targets. Serve as the first point of escalation between the center and domestic Customer Service teams.
• Process all sales orders received promptly, utilizing appropriate exception and communication processes when identifying any issues that may prevent us from meeting customer demands.
• Proactively contribute to meeting and exceeding order management accuracy and turnaround targets for the department.
• Support the day-to-day management and foster the growing customer adoption of automated and touchless orders.

What will you need to be successful?

• Education: Bachelor's or Master's degree.
• Experience: Significant experience in people management within an international environment.
• Language Proficiency: Fluent in both English and Spanish.
• Technical Skills: Experience with SAP/ERP systems preferred.
• Competencies: Strong verbal and written communication skills, adept problem-solving abilities, capability to foster a collaborative teamwork environment, and excellent attention to detail, deadlines, and workload organization under pressure.

At Smith+Nephew we offer

Inclusion, Diversity and Equity: Committed to Welcoming, Celebrating and Thriving on Diversity, Learn more about our Employee Inclusion Groups on our website 

Your Future: annual bonus, life insurance, company stock saving plan 

Work/Life Balance: paid volunteering hours, flexible approach 

Your Wellbeing: private health care with dental care package, multisport card/my benefit platform 

Flexibility: possibility of working in hybrid model 

Training: Hands-On, Team-Customized, subsidies for language classes, certifications and postgraduate studies 

Extra Perks: referral bonus, recognition program, mentoring program 

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