Customer Service Analyst
hace 1 mes
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 2 years of previous related experience Required and
Bachelor's Degree Preferred.
**Required Skills**:
- Excellent organizational skills
- Good 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, challenging the status quo
- 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
- Strict attention to detail
- Advanced computer skills including usage of MS Office Suite
- Experience with an ERP software (e.g. JDE) preferred
- 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
- 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
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.
**Know your Rights**: Workplace Discrimination is Illegal Poster
Disability accommodation for employment applicants
Edwards E-Verify
Family and Medical Leave Act (FMLA)
Employee Polygraph Protection Act (EPPA)
Pay Transparency Notice
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