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 Force + Other 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, invoicing + ERP and CRM System Proficiency: Knowledge of any ERP system e.g. JDE, SAP, Oracle etc., other tools are a plus + Analytical Mindset: Strong investigative skills with a knack for problem-solving + Exceptional Communication Skills: Ability to navigate conflicts and articulate complex ideas clearly and effectively + Relationship Management and influencing + Crisis Management: problem solving, priority setting, critical thinking + Good organization and planning skills + Being familiar with customer types, market, industry and product portfolio as it applies to Edwards