Customer Service / Order Management

Imagine how your ideas and expertise can change a patient’s life. At Edwards Lifesciences , our Customer Service 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 will make an impac t :Provides customer service support to customers utilizing effective relationship management skills.Order Management:- Responsible for order management during the whole process of order life cycle - order entering to JDE, checking the order- Based on customer request checking the availability of the inventory- Follow up with the customer- Backorder reporting- Support physical consignment checks (resolve discrepancies in cooperation with the sales team)- Processing the orders of consignment stock- Credit order management - If applicable in cooperation with Bids and Tenders ensuring correctness and reliability of price information in the system - price revision, adjustments- Ship to creation and maintenance in address bookComplaint management:- Complaints to returned goods management and documentation handling and problems solving (Biokits, communicate with QA dept.)- Coordination of FCAOther :- Advanced EDI administration- May potentially act as a part of super-user network for JDE and SFDC- Proactively developing ideas for improvement and leading related change projects- May generate basic reports in reporting tools (e.g. Qlikview)- Additional office duties such as archiving and categorizing relevant documents- Participation international regional projects aiming to improve the quality of service and effectiveness of customer service departmentWhat you’ll need:5 years of experience in Customer Service / Order Management / Customer Operations RequiredFluent in Hebrew and EnglishProven expertise including usage of MS Office SuiteAdvanced computer knowledge in ERP applications (e.g. JDE, Salesforce, Coupa)Excellent customer service skills with ability to negotiate and resolve difficult situationsWhat else we look for:Excellent written and verbal communication skills and interpersonal relationship skillsAbility to work in a fast paced environmentAvailability to work under pressureExcellent problem-solving and critical thinking skillsAbility to work effectively in a cross-functional team environmentAbility to manage confidential information with discretionAbility to build and maintain strong relationships across the organization to influence and achieve objectivesAbility to prioritize competing objectives in a fast paced environmentBasic organizational skillsStrict attention to detailInnovative mind setDemonstrated critical thinking and challenging status quoAvailability to travelAdhere to all company rules and requirements (e.g., pandemic protocols, Environmental Health & Safety rules) and take adequate control measures in preventing injuries to themselves and others as well as to the protection of environment and prevention of pollution under their span of influence/control