Senior Associate, Global Customer Care (US Shift)

Life Unlimited. At Smith+Nephew, we design and manufacture technology that takes the limits off living. Join our dynamic team and embark on an exciting journey of innovation and growth as we seek a hard-working and dedicated individual to fill role of Senior Associate, Global Customer Care to join our dynamic Global Customer Care team. In this role, you will be responsible for managing complex order-to-cash activities, driving operational excellence, improving customer outcomes, and supporting the continued evolution of our Global Customer Care COE. Beyond day-to-day order management, you will serve as a subject matter expert, support team members, lead process improvement initiatives, support digital and AI-enabled ways of working, and partner with stakeholders to improve service reliability, customer experience, and operational performance. As a senior member of the team, you will be expected to demonstrate ownership, accountability while contributing to capability building across markets and processes. What will you be doing? 1. Customer Order Fulfilment & Operational Ownership - Manage complex customer orders, corrections, invoicing activities, and exception handling across global markets. Ensure accurate and timely order processing while maintaining compliance with established business controls and customer requirements. - Proactively identify and resolve issues impacting order fulfilment, delivery commitments, customer experience, or revenue realization. - Drive reduction of order backlog, order holds, repeat errors, and process exceptions. Act as an escalation point for critical customer, operational, and order management issues. 2.Customer Experience and Stakeholder Management - Build strong partnerships with Sales, Logistics, Customer Service, Supply Planning, Master Data, and Finance teams. Lead resolution of complex customer issues through effective cross-functional collaboration. - Anticipate customer risks and proactively drive corrective actions before service commitments are impacted. - Demonstrate ownership of customer outcomes and support a culture of reliability, responsiveness, and accountability. 3. Continuous Improvement & Digital Transformation - Champion continuous improvement initiatives focused on improving quality, speed, customer experience, productivity, and cost efficiency. - Drive adoption of automation, AI, EDI, Salesforce, Esker, and other digital solutions. Identify opportunities to reduce manual effort, improve First Time Touch performance, and increase touchless order enablement. - Support testing, implementation, stabilization, and user adoption of new tools, systems, and business processes. 4. Subject Matter Expertise & Capability Building - Act as a subject matter expert for assigned markets, processes, or systems. Support associates on process execution, issue resolution, quality standards, and best practices. - Contribute to onboarding, knowledge transfer, cross-training, Back-up…