Customer Solutions Specialist Dach

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

**What is it like to work at Edwards Lifesciences in Germany?**

As a global leader in patient-focused medical innovations, we offer rewarding opportunities and exciting challenges in a truly international, dynamic and friendly work environment.

We are committed to fostering a diverse and inclusive work environment where all employees can grow, personally and professionally. To achieve this, we offer on-the-job development, training opportunities and the support and guidance provided by dedicated employee groups (the Edwards Network of Women, Edwards Foundation charity team, sustainability activities, and others).

Edwards Lifesciences in Germany also offers the following benefits:

- Competitive Compensation and Benefits package
- Flexible working hours, remote working
- Pension plan Risk
- Insurance Meal Benefits
- Service Awards Enhanced
- Leave Benefits
- Transportation Benefits
- Employee Stock Purchase Programme
- Employee Assistance Programme
- Comprehensive Wellness Programme including onsite gym, yoga classes and massage, preventive health checks, healthy lifestyle webinars, educational events, charity activities and much more.

Benefits are regulated by an internal policy which contains the full details regarding the entitlement and conditions for the benefits. Benefits policy and components may vary by location.