Associate, Global Customer Care with Italian (Maternity Leave Cover)

Life Unlimited. At Smith+Nephew we design and manufacture technology that takes the limits off living.

We are currently searching for a Associate, Global Customer Care, International Order Management (Maternity Leave Cover).

In this role, you will manage a variety of customer cases assigned by local country teams through the Salesforce CRM platform. You will be responsible for handling customer requests from initial receipt through to resolution, ensuring a timely, professional, and customer-focused service. Working closely with key stakeholders, you will help deliver efficient case handling while maintaining a high standard of quality.

What will you be doing?

(75%) Execution - Process customer cases received through Salesforce service cloud assigned by local team as per agreed process within standards as per SLA with regards to activities agreed to scope (customer transactional requests)

(10%) Quality - Proactively contribute to improvements on case solving accuracy, timeliness and improvement topics in line with global KPI’s/SLA’s.

(5%) Actively participate in the optimization of the processes taking part in automation or improvement project, system changes or enhancements.

(5%) Communicate actively with all stakeholders to review workload, processes, escalations and resolve issues in agreed stakeholder model.

(5%) Create and maintain country documentation SOP’s in reaction to changes, updates or escalation that impact the existing processes or audit requirements.

What will you need to be succesful?

• Higher Education degree
• Very good command of English, both written and spoken
• Very good command of Italian, both written and spoken
• Strong communication and interpersonal skills, with a customer-focused approach
• Experience with SAP or other ERP systems would be an advantage
• Good working knowledge of Microsoft Excel and PowerPoint

The anticipated base compensation range for this position is 69,500 PLN – 104,250 PLN gross annually.

The actual base pay offered to the successful candidate will be based on objective, job-related factors including (but not limited to) relevant skills, qualifications, and experience, scope and responsibilities of the role, geographic location, and internal equity considerations. Compensation decisions are made using consistent and gender-neutral criteria, in line with applicable pay transparency laws. This role has been evaluated within our internal job architecture and mapped to a defined pay band to ensure consistency and fairness.

You. Unlimited.
We believe in creating the greatest good for society. Our Strongest investments are in our people and patients we serve.
Inclusion & Belonging: Committed to Welcoming, Celebrating and Thriving on Inclusion and Belonging, Learn more about our Employee Inclusion Groups on our website
Your Future: Generous annual bonus, life insurance, Save As You Earn share options.
Work/Life Balance: Flexible Vacation and Time Off, Paid Holidays and Paid Volunteering Hours, so we can give back to our communities!
Your Wellbeing: Private Health and Dental plans, multisport card/my benefit platform and much more.
Flexibility: Hybrid Working Model (For most professional roles).
Training: Hands-On, Team-Customised, Mentorship, subsidies for language classes, certifications and postgraduate studies

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