Manager, Global Customer Care, ANZ

Manager, Global Customer Care, ANZ

Physical well-being is more than just body; it includes our minds and emotions. Smith and Nephew develops technology to break health barriers, empowering people from farmworkers to grandparents to accept limitless possibilities. Our purpose: Life Unlimited.

This role will have the responsibilities to manage a team of Customer Care professionals to deliver the best possible outcomes for patients and ensure the team understands the critical naturel of their role in providing products and services to Health Care Professionals and their patients.

What will you be doing?

• Manage the fulfilment of customer care activity (call handling, quotations, sales orders,
  loan/rental, billing, credits, invoice queries and customer returns), related to the
  Australia and New Zealand Commercial organisation.
• Working closely with the Senior Manager for Customer Care, Customer Care senior
  staff and associates to build a positive team culture of collaboration and support.
  To internally focus on growing knowledge of, and relationships with, Business Unit
  (BU); supporting their BU objectives and activities.
• Ensure compliance with ISO 9001:2008 and any other applicable quality standards or
  regulations concerning Medicinal Products and Medical Devices including the Code of
  Conduct, Business Principles and the employment agreement.
• Communicate proactively with external and internal stakeholders to identify
  development opportunities and to facilitate the business processes.
  Leveraging the technology tools to the maximum to deliver an excellent customer
  experience.

What will you need to be successful?

• A Bachelor's degree in business, communication, life sciences or similar is desirable.
• Proven experience in Customer Service Leadership for minimum of 2 years , ideally while working in a Health care organisation or a similar context.
• Competency in SAP as an ERP system.
• Previous experience in order management and processing
• Experience managing conflicting priorities and problem solving.
• Intermediate to advanced excel skills.

To apply, please ensure that you include a cover letter addressing it to Talent Acquisition Lead ANZ. Due to a high volume of applications, please note that only shortlisted candidates will be contacted.

You. Unlimited.

We believe in creating the greatest good for society. Our strongest investments are in our people, the patients we serve, and to the wider health of the planet and society.

• Inclusion, Diversity and Equity - Committed to Welcoming, Celebrating and Growing on Diversity, Learn more about Employee Inclusion Groups on our website ( https://www.smith-nephew.com/ ).
• Work/Life Balance: Flexible Personal/Vacation Time Off, Paid Holidays, Flex Holidays, Paid Community Service Day
• Flexibility : Hybrid Work Model (For most professional roles)
• Training: Hands-On, Team-Customized, Mentorship
• Sustainability : Our strategy reflects the social, environmental and economic aspects of sustainable development. Learn more about our Sustainability strategy .

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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