Customer Service Representative

The Customer Service Representative provides customer service support to customers utilizing effective relationship management skills.

**Key Responsibilities**:
**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

Processing the orders of consignment stock

Support physical consignment checks (resolve discrepancies in cooperation with the sales team)

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

Additional office duties such as archiving and categorizing relevant documents

**Other**:
If applicable basic EDI administration

May potentially act as a part of super-user network for JDE and SFDC

Participation moderately complex one-time projects aiming for improving the quality of service and effectiveness of customer service department

May potentially act as a trainer and mentor of less experienced colleagues

**Education and Experience**:
Bachelor’s Degree preferred or H.S. Diploma or equivalent

3+ years knowledge /experience within customer service

**Additional Skills**:
Advanced computer skills including usage of MS Office Suite

Experience with an ERP software (e.g., JDE) preferred

Good written and verbal communication skills and interpersonal relationship skills

Ability to work in a fast-paced environment

Availability to work under pressure

Good problem-solving and critical thinking skills

Ability to work effectively in a cross-functional team environment

Ability to manage confidential information with discretion

Excellent customer service skills with ability to negotiate and resolve difficult situations

Excellent problem-solving skills

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

Critical thinking and challenging status quo

Basic organizational skills

Availability to travel for shorter period

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

About Edwards Lifesciences

Edwards Lifesciences is the global leader in patient-focused medical innovations for structural heart disease, as well as critical care and surgical monitoring. Driven by a passion to help patients, the company collaborates with the world’s leading clinicians and researchers to address unmet healthcare needs, working to improve patient outcomes and enhance lives. Headquartered in Irvine, California, Edwards Lifesciences has extensive operations in North America, Europe, Japan, Latin America and Asia and currently employs over 13,000 individuals worldwide.

For us, helping patients is not a slogan - it’s our life’s work. From developing devices that replace or repair a diseased heart valve to creating new technologies that monitor vital signs in the critical care setting, we focus on helping patients regain and improve the quality of their life.

COVID Vaccination Requirement

**For United States Applicants Only**:
Edwards is an Equal Opportunity/Affirmative Action employer including protected Veterans and individuals with disabilities.
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