Sr Rep, Customer Service 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.
**How you will make an impact**:

- 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. Support physical consignment checks (resolve discrepancies in cooperation with the sales team)
f. Processing the orders of consignment stock
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
- Participation international regional projects aiming to improve the quality of service and effectiveness of customer service department
- 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. Advanced EDI administration
b. 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)
- Geographic span of control: DACH + Poland

**What you will need**:

- H.S. Diploma or equivalent and 5 years of previous related experience required
- Bachelor's Degree Preferred

**What else we look for**:

- Proven expertise including usage of MS Office Suite
- 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
- Basic knowledge of reporting tools (e.g. Qlikview)
- Excellent customer service skills with ability to negotiate and resolve difficult situations
- 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
- Innovative mind set
- Demonstrated critical thinking and challenging status quo
- Availability to travel extensively
- 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