Life Unlimited. At Smith+Nephew we design and manufacture technology that takes the limits off living.
The role of Associate, Global Customer Care, International Case Management is to execute customer cases received in various areas as assigned by local country teams on the Salesforce cloud platform. The task consists of receiving, handling, and adequately closing customer requests in a timely, customer-oriented manner and collaborating with all stakeholders to achieve the best possible handling time and quality.
What will you be doing?
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 the processes taking part in automation, improvement project, 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 the existing processes or audit requirements
What will you need to be successful?
Master’s or bachelor’s degree
Order Management / Customer Service / CRM or SAP experience
Excel / ERP / Powerpoint skills
Communication, strong interest in project management, presentation skills
Proficiency in English (B2) and Italian (B2)
You. Unlimited.
We believe in creating the greatest good for society. Our strongest investments are in our people and the patients we serve.
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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