Senior Representative, Customer Service

Imagine how your ideas and expertise can change a patient’s life. At Edwards Lifesciences, our Customer Service teams provide 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 and field teams receive the support they need and feel connected to our mission of putting patients at the heart of every decision. In this role you will provide customer service support to Benelux customers utilizing effective relationship management skills. This role is onsite in our new office in Vilvoorde with home office and flexible working hours.

How you will make an impact:

1. Order Management

• Being responsible for order management during the whole process of order life cycle and order entering to JDE and other systems (GHX, ESKER).
• Based on customer request checking the availability of the inventory
• Follow up with the customer
• Backorder reporting
• Support physical consignment checks (resolve discrepancies in cooperation with the sales team)
• Processing the orders of consignment stock
• Credit order management - If applicable in cooperation with Bids and Tenders ensuring correctness and reliability of price information in the system - price revision, adjustments
• Ship to creation and maintenance in address book

2. Consignment Management

• Checking inventory discrepancies and reconciling in the system
3. Participation in international regional projects aiming to improve the quality of service and effectiveness of customer service department, proactively developing ideas for improvement and leading related change projects
4. Complaint Management
• Complaints to returned goods management and documentation handling and problem solving with packaging, communicating with Quality department.
• Coordination of Field Corrective Actions with the Quality Department.
5. Additional office and incidental duties such as:

Archiving and categorizing relevant documents

• Advanced EDI administration
• May potentially act as a part of super-user network for JDE and SFDC.
• Generating basic reports in reporting tools (e.g. Power BI)

What you will need (Required):
• H.S. Diploma or equivalent with at least 5 years of previous related experience OR

Bachelor's Degree with at least 3 years of previous related experience.

Fluency in Dutch, French and English is a must.

What else we look for (Preferred):
• Proven expertise including usage of MS Office Suite
• Advanced computer knowledge in ERP application (e.g. JDE) and SFDC.
• Excellent written and verbal communication skills and interpersonal relationship skills.

Ability to build and maintain strong relationships across the organization and with external customers to influence and achieve objectives

• Ability to work in a fast paced environment and to work under pressure
• Excellent problem-solving and critical thinking skills, with great team spirit and positive mindset
• 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 challenging status quo.
• Excellent organizational skills with ability to prioritize competing objectives in a fast paced environment with an innovative mind set.
• 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