Job Description

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\xe2\x80\x99re 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\xe2\x80\x99s 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\xe2\x80\x99 announcement about the acquisition can be found here:Provide solutions and direction on routine issues regarding policies, procedures, and systems for Customer Service; Triage Customer inquiries through established FAQs/protocols and discern when inquiries require Leadership involvement. Provide insights and recommendations based on Customer interactions for ongoing quality purposes and satisfaction.How you will make an impact:

• Provide solutions and direction on routine issues regarding policies, procedures, and systems for Customer Service; analyze inventory issues and formulate recommendations for solutions. Navigate through challenging inquiries and demonstrate discernment on when to escalate and de-escalate problems to appropriate SMEs and stakeholders. Record with accuracy in Case Management System and JDE for Order Management.
• Train and develop Customer Service Representatives 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 for phones, order entry, and other duties typically handled by Customer Service Professionals to help with overflow. Includes Region Support for BU within SFDC.
• Provide support to commercial team on consignment stocks planning and management
• Other incidental duties: Coordinate with warehouse personnel regarding changes to shipping time and inventory cycle counts

What you\'ll need (Required):
Bachelor\'s Degree in In related field, 2 years experience previous related experience RequiredWhat else we look for (Preferred):

• Good knowledge and understanding of Edwards policies, procedures and guidelines relevant to Customer Service, including Compliance and Sox requirements.
• Moderate knowledge of JDE and SFDC as it pertains to Customer Service
• Strict attention to detail
• Demonstrated problem-solving and critical thinking skills
• Good knowledge on Edwards products and customers
• Ability to converse at a professional level with users of products, SMEs, stakeholders, and HCPs
• Ability to manage competing priorities in a fast paced environment
• 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
• Ability to work in a team environment, including inter-departmental teams and representing the organization on specific projects
• Must be able to work in a team environment and with minimum supervision, including inter-departmental teams and with other departments
• Experience with Salesforce.com preferred
• Good computer skills in Microsoft Office Suite including Word, PowerPoint, Power BI and Excel
• Good written and verbal communication skills and interpersonal relationship skills
• 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

Edwards Lifesciences