Customer Service Rep Critical Care

For over 50 years, the Critical Care business within Edwards has operated at the intersection of groundbreaking medical innovation and improved patient care. Put simply, we exist because we’re committed to creating a world where every patient who should be monitored will be monitored with smart technology.
If you're eager to contribute your expertise and commitment to Critical Care’s mission, we invite you to explore these career opportunities. Those who join us or continue their current journey within Critical Care will play their own part in improving the quality of care and outcomes for millions of patients around the world.
**Appendix**:
On June 3, 2024, Edwards announced that it had entered into a definitive agreement to sell its Critical Care product group to BD (Becton, Dickinson and Company) (NYSE: BDX). It remains business as usual at Edwards until the transaction closes. More information on Edwards’ announcement about the acquisition can be found here:
Provides customer service support to customers utilizing effective relationship management skills.
**Key Responsibilities**:

- Order Management

a. Responsible for order management during the whole process of order life cycle - order entering to JDE, checking the order
b. Based on customer request checking the availability of the inventory
c. Follow up with the customer
d. Backorder reporting
e. Processing the orders of consignment stock
f. Support physical consignment checks (resolve discrepancies in cooperation with the sales team)
g. Credit order management - If applicable in cooperation with Bids and Tenders ensuring correctness and reliability of price information in the system - price revision, adjustments
h. Ship to creation and maintenance in address book
- Complaint management

a. Complaints to returned goods management and documentation handling and problems solving (Biokits, communicate with QA dept.)
b. Coordination of FCA
- Additional office duties such as archiving and categorizing relevant documents
- Other:
a. If applicable basic EDI administration
b. 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**:
H.S. Diploma or equivalent of 2 years of prior related experience required and Bachelor's Degree Preferred
**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 of time
- 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