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 book

Complaint management:
- Complaints to returned goods management and documentation handling and problems solving (Biokits, communicate with QA dept.)
- Coordination of FCA

Other :
- 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 department

What you’ll need:

5 years of experience in Customer Service / Order Management / Customer Operations Required
Fluent in Hebrew and English
Proven expertise including usage of MS Office Suite
Advanced computer knowledge in ERP applications (e.g. JDE, Salesforce, Coupa)
Excellent customer service skills with ability to negotiate and resolve difficult situations

What else we look for:

Excellent written and verbal communication skills and interpersonal relationship skills
Ability to work in a fast paced environment
Availability to work under pressure
Excellent problem-solving and critical thinking skills
Ability to work effectively in a cross-functional team environment
Ability to manage confidential information with discretion
Ability to build and maintain strong relationships across the organization to influence and achieve objectives
Ability to prioritize competing objectives in a fast paced environment
Basic organizational skills
Strict attention to detail
Innovative mind set
Demonstrated critical thinking and challenging status quo
Availability to travel
Adhere 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