Senior Representative, Customer Service

Imagine how your ideas and expertise can change a patients life. At Edwards Lifesciencesour Customer Service teams provide thoughtful care and meaningful interactions topatientscustomersandstakeholders. As a member of this team youll work cross-functionally across our organization to ensure ourcustomers and field teams receive the support they need and feel connected to ourmissionof putting patients at the heart of every 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

Bachelors 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