Imagine how your ideas and expertise can change a patient’s life. At Edwards Lifesciences, our Customer Solutions teams are dedicated to providing thoughtful care and meaningful interactions to patients, customers, and stakeholders. As a member of this team, you’ll work cross-functionally across our organization to ensure our customers receive the support they need and feel connected to our mission of putting patients at the heart of every decision.

How you’ll make an impact:

Beyond the execution of “standard” Customer Solutions activities (replenishment of consignment locations, return management, invoicing / credit note management, customer request and complaint management) this role will provide solutions and direction on complex issues regarding policies, procedures, and systems for Customer Solutions in DACH.Navigate through challenging inquiries and demonstrate discernment on when to escalate and de-escalate problems to appropriate SMEs and stakeholders.Manage part or all activities of a local functional Super User.Train and develop Customer Solutions Professionals in the department, including side-by-side onboarding training/mentoring, continuous improvement and system enhancement training. Provide dedicated onboarding/training support during the training period.Participate in technology assessments and propose solutions regarding system/process improvements, training related to customer service, and team development. Assist with user testing and implementing upgrades and/or new programs within the department.Provide additional coverage and back up for phone activity, order entry and follow up, returns, invoicing and other duties typically handled by Customer Solutions Professionals to help with overflow.Coordinate operations with Warehouse / Logistics, Finance, Quality and Field ForceOther incidental duties

What you'll need (Required):

Bachelor's Degree and prior relevant experience in customer service or supply chain (industries such as e.g. medical device, manufacturers etc.)Proficiency in English and German, other languages are plus

 

What else you’ll need (Preferred):

Knowledge about key concepts in inventory management, order management, return management, invoicingERP and CRM System Proficiency: Knowledge of any ERP system e.g. JDE, SAP, Oracle etc., other tools are a plusAnalytical Mindset: Strong investigative skills with a knack for problem-solvingExceptional Communication Skills: Ability to navigate conflicts and articulate complex ideas clearly and effectivelyRelationship Management and influencingCrisis Management: problem solving, priority setting, critical thinkingGood organization and planning skillsBeing familiar with customer types, market, industry and product portfolio as it applies to Edwards