Job Description

Role : Manager Customer Care Operations
Location : Pune
Life Unlimited. At Smith+Nephew, we design and manufacture technology that takes the limits off living.
This role is responsible for coordinating the corresponding line of business (Endoscopy, Orthopaedics, Advanced Wound Management, Osiris) day-to-day operation. As well as the administrative tasks in Workday. Responsible for supporting and mentoring the team, handling escalations, reports, back up manager, Train new hires, Refresher sessions, Cascade updates. Schedule and lead weekly team huddles, Check in sessions (1:1 sessions). Take care of VIP customers, Work Force Management, Allocate resources to the different service channels (Email, Phones. Chats & web), Customer Service.
What will you be doing?
Order intake (70%): Customers can request their orders via phone / email/ chats. The person in this role is responsible for:• Support the ongoing development of Service Management and the Customer Contact Center, including Incident, Problem, and Knowledge.
• Crafting and managing customer's orders on SAP.
• Validate and input specific and some mandatory information in order to guarantee the order will be entered as requested.
• Develop policies, processes and systems to meet current and future customer demands.
• Confirm availability and price of the items requested within the order.
• Provide the customer with the order confirmation number.
• Perform ongoing accuracy checks of long-term rental invoicing.
• Work with Field Sales to proactively gain updated PO information and update SAP/ZCON.
• Assist sales force with invoice disputes.
• Pump shipment notification to Sales representatives and Regional business managers.
• Perform invoicing and reconciliation for pumps lost in the field.
• Day to day, investigate order errors and resolve concerns.
• Point of contact for Renasys and PICO evaluations requested.
• Confirm the accuracy of the evaluation requested and delivery to the customer.
• Back-order notification investigation.


Reporting Activities:• Build and complete comprehensive Asset report monthly.
• Monthly sample report by District Manager.
• Handling Open Order Reports, Evaluation reporting, Rolling Change Report.
• Defining & implementing SOP: Writing work instructions and updating documents (SOP) used by the Customer Care team.
• Proactive follow-up to ensure that all relevant information is delivered in good time by the responsible persons and active communication with the entire organization.
• Ensure the implementation of action plans is driven in a timely manner.
• Promote continuous improvement by identifying problems and developing projects to determine the problems' fundamental causes and define and implement action plans.
• Perform other duties as assigned.


Existing Orders Service (20%):
Customers might contact us in regards to make question in regards to existing orders. The person in this role is responsible for below:• Be able to provide ETA of items on backorder.
• Provide customers with tracking delivery numbers.
• Request copies of invoices, credit memos (maximum 5 documents per call or email, more than that, the requests are routed to the Financial Services Department.
• Send copies of packing slips.
• Reject orders (partial or complete), according to the existing Return Policy.
• Entering Shipping Error Report so that the warehouse can investigate what happened to the order.
• Request to management approval to process credits and/or debits for both external and/or internal customers (Sales Reps.).


Administrative tasks (10%):• Open job requisitions and interview candidates for Domestic Order Management.
• Approve/Decline Day off requests (vacation, personal day, etc.).
• Include sick leaves in Workday and returning employees from leaves.
• Set up team's objectives in Workday. Complete Annual Performance Evaluations (this includes the Mid-Year Review).
• Assess the Talent Review of the different Domestic Order Management teams.
• Make sure every team member has a 70/20/10 plan in Workday and having periodic reviews towards the objective of the plan.


What will you need to be successful?• Education: Bachelor/ master's degree or equivalent experience (minimum degree required).
• Experience:The ideal candidate should have a proven experience of around 5-7 years in to customer service and should be comfortable working from office.
• Should have at least 3 years of team handling experience.
• The candidate must have an experience in standard Customer Service, Customer Returns, Order management, Revenue operations management, etc.
• Should have experience as Project Manager, Transition management, etc, should have experience in building SOPs, SOP make sure.
• Should be experienced in Executive Presentation, MOM, tracking actions, involved in training, defining action plan, ownership, managing stakeholders
• We Put Customers First: Holding ourselves to the highest standards and making a difference to the lives of our customers and patients. Simplifying our work and relentlessly focusing on delivering the best solutions for our customers.
• We Work Together to Win: Embracing diverse perspectives, skills and experiences to deliver more innovative and successful solutions. Engaging, open and transparent conversations that address obstacles and enable success
• We Own Our Success: Taking accountability and learning from our individual and collective wins and losses. Empowering each of us to think big, challenge and achieve more with the highest standards of integrity.


You Unlimited.
We believe in crafting 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/).
Other reasons why you will love it here!• Your Future: Major Medical coverage + Policy exclusions and insurance non-medical limit. Educational Assistance.
• Work/Life Balance: Flexible Personal/Vacation Time Off, Privilege Leave, Floater Leave.
• Your Wellbeing: Parents / Parents in Law's Insurance (Employer Contribution of 8,000/- annually), Employee Assistance Program, Parental Leave.
• Flexibility: Hybrid Work Model (For most professional roles)
• Training: Hands-On, Team-Customized, Mentorship
• Extra Perks: Free Cab Transport facility for all employees, One Time Meal provided to all employees as per shift. Night Shift Allowances.


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.
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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.