Associate, Global Customer Care, International Case Management (with French)

<p><b>Life Unlimited.</b><span> At Smith+Nephew we design and manufacture technology that takes the limits off living.</span></p><p></p><p>The role of <b>Associate, Global Customer Care, International Case Management</b> is to execute customer cases received in various areas as assigned by local country teams on the Salesforce cloud platform. The task consists of receiving, handling, and adequately closing customer requests in a timely, customer-oriented manner and collaborating with all stakeholders to achieve the best possible handling time and quality.</p><p></p><p><b>What will you be doing?</b></p><ul><li><p>Execution - Process customer cases received through the Salesforce service cloud assigned by the local team</p></li><li><p>Quality - Proactively contribute to improvements in case-solving accuracy, timeliness, and improvement topics</p></li><li><p>Actively participate in the optimization of the processes taking part in automation, improvement project, system changes or enhancements</p></li><li><p>Communicate actively with all collaborators to review workload, processes, concerns and resolve issues in the agreed model</p></li><li><p>Create and maintain country documentation SOPs in reaction to changes, updates, or issues that impact the existing processes or audit requirements</p></li></ul><p></p><p><b>What will you need to be successful?</b></p><ul><li><p><span>Master’s or bachelor’s degree</span></p></li><li><p>Order Management / Customer Service / CRM or SAP experience</p></li><li><p>Excel / ERP / Powerpoint skills</p></li><li><p>Communication, interest in project management, presentation skills</p></li><li><p>Fluency in <b>English </b>and <b>French </b>(written and spoken)</p></li></ul><p></p><p><b>At Smith+Nephew we offer</b></p><p><b>Inclusion, Diversity and Equity</b>: Committed to Welcoming, Celebrating and Thriving on Diversity, Learn more about our Employee Inclusion Groups on our website </p><p><b>Your Future</b>: annual bonus, life insurance, company stock saving plan </p><p><b>Work/Life Balance</b>: paid volunteering hours, flexible approach </p><p><b>Your Wellbeing</b>: private health care with dental care package, multisport card/my benefit platform </p><p><b>Flexibility</b>: possibility of working in hybrid model </p><p><b>Training</b>: Hands-On, Team-Customized, subsidies for language classes, certifications and postgraduate studies </p><p><b>Extra Perks</b>: referral bonus, recognition program, mentoring program </p><p></p><p>#LI-KW2</p><p>#LI-HYBRID</p><p></p><p><span><span>Stay connected and receive alerts for jobs like this by joining </span><span>our</span><span> </span></span><a href="https://nam11.safelinks.protection.outlook.com/?url=https%3A%2F%2Fpages.beamery.com%2Fsmith-nephew%2Fpage%2Ftalentcommunity&amp;data=05%7C01%7CAnita.Szpila%40smith-nephew.com%7C057f8ee94d454547522508db29dd190f%7C273106dc287842ebb7c8069dcf334687%7C0%7C0%7C638149801809974756%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&amp;sdata=L5PYiG%2FSONQf6VHi4OYJI9OqqoyeZAaEBtQgZeSZsGM%3D&amp;reserved=0" rel="noopener noreferrer" target="_blank"><u><span>talent community</span></u></a><span><span>.</span></span></p><p><span> </span></p><p><span><span>We're</span><span> more than just a company - </span><span>we're</span><span> a community! Follow us on </span></span><a href="https://www.linkedin.com/company/smith-&amp;-nephew/" rel="noopener noreferrer" target="_blank"><u><span>LinkedIn</span></u></a><span><span> to see how we support and empower our employees and patients every day. </span></span><span> </span></p><p></p><p><span><span>Check </span><span>our</span><span> </span></span><a href="https://www.glassdoor.com/Overview/Working-at-Smith-and-Nephew-EI_IE10233.11,27.htm" rel="noopener noreferrer" target="_blank"><u><span>Glassdoor page</span></u></a><span><span> for a glimpse behind the scenes and a sneak peek into </span></span><b><span>You</span><span>. </span><span>Unlimited</span><span>.</span></b><span><span>, life, culture, and benefits at S+N.</span></span></p><p></p><p><span><span>Explore our </span></span><a href="https://www.smith-nephew.com/en/" rel="noopener noreferrer" target="_blank"><u><span>new website</span></u></a><span><span> and learn more about our mission, our team, and the opportunities we offer.</span></span><span> </span></p><p></p><p></p>