Smith+Nephew is hiring a Service Customer Care Lead – Emerging Markets
The Service Customer Care Lead – Emerging Markets is accountable for ensuring excellence in the end-to-end customer service lifecycle across key business units, including, Orthopaedics, Advanced Wound Management (AWM), and Recon. The role leads and supports the regional customer care team to drive service performance, handle escalations, manage order-to-cash processes, and deliver a seamless, efficient customer experience. The Lead also ensures that service levels align with business metrics, internal standards, and customer expectations. His/Her first main focus will be on EE & MEA region first.
What will you be doing?
Customer Service Operations
Oversee accurate and timely order processing in ERP—from entry through invoicing.
Act as the primary point of contact for key accounts and VIP customers in Emerging Markets—ensuring proactivity and premium service.
Monitor and expedite backorders, shipment issues, and returns in collaboration with 3PL and warehouse teams.
Coordinate shipments, ensure correct documentation, and manage customs compliance.
Handle returns, credit notes, and exchanges efficiently in line with policy.
Manage Letters of Credit—preparing accurate documentation and liaising with banks.
Reporting & Documentation
Maintain and distribute operational reports: open orders, backlog, LIFR metrics, and customer satisfaction dashboards.
Develop and update SOPs, work instructions, and customer-specific guidelines.
Analyze performance data in Salesforce, SAP, or other ERPs to identify improvement opportunities.
Cross‑Functional Collaboration
Align service delivery with Sales, Marketing, and Business Unit goals.
Conduct regular service reviews with distributors and key clients to collect feedback and improve satisfaction.
Work closely with Finance, Planning, Quality, and Technical Support to ensure smooth workflows.
What will you need to be successful?
Experience:
3–5 years in Customer Service or Service Operations—preferably in a multinational or medical device environment.
Proven experience managing complex order-to-cash cycles and resolving escalations in high-pressure settings.
Technical Skills:
Strong experience with SAP or AX1000—handling orders, invoicing, and backorders.
Proficiency in Salesforce, Workday, and Microsoft Excel & PowerPoint.
Experience with logistics systems and 3PL coordination is highly desirable.
Core Competencies:
Customer-focused mindset—anticipating needs and driving satisfaction.
Analytical and data-driven—using KPIs and trends for decision-making.
Excellent verbal and written communication in English; Arabic, French, or Russian are a plus.
Strong problem-solving skills and experience with escalated/VIP issues.
Project management ability—handling multiple initiatives and cross-functional alignment.
Additional Requirements:
Willingness to travel occasionally across Emerging Markets (EE & MEA) for coordination, training, and meetings.
Comfortable working across time zones in a matrix organization.
Adaptable and proactive—with a strong orientation toward continuous improvement.
Ability to handle physical demands including regular lifting when supporting logistics.
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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