Senior Associate - OTC (Disputes)

Role Overview:

As a key player of the finance operations role in Smith+Nephew you will be responsible for shaping the Disputes Centre of Excellence. Your main area will be effective and efficient dispute process delivery in line with Delegated Authority Matrix and Group Finance Manual requirements.

Responsibilities:

Timely resolution of customer disputes.

Ensuring the resolution is supported by available documentation.

Contact customers to ensure the dispute resolution is communicated and supported by the documentation.

Coordinate customer queries with the relevant departments.

Analysis of disputes root causes, proposing root cause resolution and coordinating the fixes with relevant departments.

Ensure the dispute reasons are permanently resolved.

Contribute to accurate customer master data.

Ensure dispute resolution and customer responses are tracked in the system.

Report current statistics and flag any potential risks.

Refer and escalate unresolved issues to manager of relevant departments for further action.

Support other team members in root cause analysis and escalation process.

Support other team members with process issues or situations with customers.

Proactively build relationships with the customer, continually seek out ways to improve customer satisfaction, communication and query resolution.

Ensure compliance with policies and procedures.

Perform quality checks.

Deliver process trainings on request.

Build and maintain operational documents (SOPs, manuals, work instructions).

Implement process improvements.

Prepare updates of results on request.

Work with OTC tools: SAP, Getpaid, ESKER, EDI, HighRadius.

Cultivate strong collaborative relationships with internal customers, including Sales, Customer Service, and any other departments.

Location: Wroclaw

Experience required:

At least 2 years of order management, customer service or collections experience in an international environment.

Sound overview of end-to-end OTC operational and financial controls, business processes and reporting.

Proven record of process improvements.

Excel skills on minimum intermediate level.

SAP experience will be an asset.

GetPaid, EDI, ESKER, HighRadius experience will be an asset.

Competencies:

Fluent English (written and spoken).

Fluent Spanish (written and spoken).

Additional European language is a plus.

Excellent verbal and written communication skills.

Sound decision making, personal accountability, ability to operate in high pressure and fast paced environment.

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