Senior Associate - Global Customer Care (US Shift)

Senior Associate, Global Customer Care responsible for end-to-end order management, processing, and invoicing of high-volume international surgery orders; perform advanced corrections and pricing validations, manage data entry for surgeon/lot details, and ensure compliance with internal controls. Act as SME, guide junior team members, and collaborate cross-functionally with Sales, Logistics, OMS, and regional Customer Service to drive root-cause resolution and process improvements in order-to-cash. Support EDI, Esker, and digital order management tools, monitor order flow, handle order escalations, and ensure timely invoicing and resolution of disputes while maintaining high customer satisfaction. Lead order block management, track KPIs such as order accuracy and processing efficiency, and contribute to continuous improvement initiatives in collaboration with Global Process and Systems teams.