Service Customer Care Lead - Emerging Markets

Role: Service Customer Care Lead – Emerging Markets

Location: Mumbai, India/ Poland / South Africa

Life Unlimited.

At Smith+Nephew, we design and manufacture technology that takes the limits off living

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 critical issues, 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. Their 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 back orders, shipment issues, and returns in collaboration with 3PL and warehouse teams.
• Coordinate shipments, ensure accurate 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 You Need To Be Successful

Education & Qualifications:

• Bachelor’s degree in Business Administration, Supply Chain, or a related field (required). MBA or postgraduate qualification in Operations/Customer Equivalent experience is a plus.
  
  
  

Experience:

• 3–5 years in Customer Service or Service Operations—preferably in a multinational or medical device environment.
• Proven experience managing sophisticated order-to-cash cycles and resolving critical issues in high-pressure settings.
  
  
  

Technical Skills:

• Strong experience with SAP or AX1000—handling orders, invoicing, and backorder.
• Proficiency in Salesforce, Workday, and Microsoft Excel & PowerPoint.
• Experience with logistics systems and 3PL coordination is helpful.
  
  
  

Core Proficiencies:

• Customer-focused mindset—anticipating needs and driving satisfaction.
• Analytical and data-driven—using meaningful metrics and trends for decision-making.
• Excellent verbal and written communication in English; Arabic, French, or Russian is a plus.
• Strong problem-solving skills and experience with intensified/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 Employee Inclusion Groups on our website (https://www.smith-nephew.com/ ).
• Your Future: Medical coverage + Policy exclusions and insurance non-medical limit.
• Work/Life Balance: Flexible Personal/Vacation Time Off, Privilege Leave, Floater Leave.
• Your Wellbeing: Parents / Parents in Law’s Insurance, Employee Assistance Program, Parental Leave.
• Flexibility: Hybrid Work Model (For most professional roles)
• Training: Hands-On, Team-Customized, Mentorship
  
  
  

Stay connected and receive alerts for jobs like this by joining our talent community.

We're more than just a company—we're a community! Follow us on LinkedIn to see how we support and empower our employees and patients every day.

Check our Glassdoor page for a glimpse behind the scenes and a sneak peek into You Unlimited, life, culture, and benefits at S+N.

Explore our new website and learn more about our mission, our team, and the opportunities we offer.

Stay connected and receive alerts for jobs like this by joining our talent community.

We're more than just a company - we're a community! Follow us on LinkedIn to see how we support and empower our employees and patients every day.

Check our Glassdoor page for a glimpse behind the scenes and a sneak peek into You. Unlimited., life, culture, and benefits at S+N.

Explore our new website and learn more about our mission, our team, and the opportunities we offer.