Associate Specialist, Customer Service

Imagine how your ideas and expertise can change a patients life. At Edwards Lifesciences our customer service teams are dedicated to providing thoughtful care and meaningful interactions to patients customers and stakeholders. As a member of this team youll work cross-functionally across our organization to ensure our external and internal customers receive the support they need and feel connected to our mission of putting patients at the heart of every decision.

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 will need (Required):
Bachelors Degree in related field

2 years related experience in customer service

Strong problem-solving skills

Excellent communicator

What 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 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