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
Top Skills
What We Do
Edwards Lifesciences (NYSE: EW), is the global leader in patient-focused medical innovations for structural heart disease, as well as critical care and surgical monitoring. We thrive on discovery and expanding the boundaries of medical technology, serving patients in 100+ countries, with the help of our employees in areas including Clinical Affairs, Quality Engineering, Research & Development, Regulatory Affairs, Sales & Marketing, corporate functions and more.
Our roots date back to 1958 when Miles Lowell Edwards, a retired engineer with a background in hydraulics and fuel pump operations, set out to build the first artificial heart. Edwards believed the heart could be mechanized and was encouraged by Dr. Albert Starr to focus on developing an artificial heart valve. After just two years, the first Starr-Edwards mitral valve was developed and successfully placed in a patient. This innovation spawned Edwards Laboratories. Miles’ fascination with healing the heart and helping patients with heart disease stemmed from his own experience with rheumatic fever as a teenager and continues to fuel our patient-first culture today.
Today, we are as passionate about providing innovative solutions for people fighting cardiovascular disease as we have ever been. It's our Credo. It takes integrity, collaboration, innovation, and focus. We are leaders in the design and manufacture of tissue replacement heart valves and repair products as well as advanced hemodynamic monitoring. We partner with physicians to innovate products designed to help patients live longer, healthier, and more productive lives.
Our work is both rewarding and a privilege. The importance of what we do defines our approach. We work together to create an environment where ideas can flourish and we provide our people with the resources, expertise and support to bring those ideas to life.
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