Customer Service Representative

Patients with mitral and tricuspid heart valve disease often have complex conditions with limited treatment options. Our Transcatheter Mitral and Tricuspid Therapies (TMTT) business unit is boldly pursuing an innovative portfolio of technologies to address a patient's unmet clinical needs. It's our driving force to help patients live longer and healthier lives. Join us and be part of our inspiring journey; and part of our accelerated growth within this exciting and dynamic area of Edwards business.

We have a current opening for a Account Manager, Transcatheter Mitral & Tricuspid Therapies working in our German team. The territory would be working strategic hospital accounts within a defined geography and will include regular regional travel, and some German wide travel.

Provides customer service support to customers utilizing effective relationship management skills.

How you make an impact:
1. Order Management

• Responsible for order management during the whole process of order life cycle - order entering to JDE, checking the order
• Based on customer request checking the availability of the inventory
• Follow up with the customer
• Backorder reporting Processing the orders of consignment stock
• Support physical consignment checks (resolve discrepancies in cooperation with the sales team)
• 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. Complaint management

• Complaints to returned goods management and documentation handling and problems solving (Biokits, communicate with QA dept.)
• Coordination of FCA
• Additional office duties such as archiving and categorizing relevant documents
• If applicable basic EDI administration
• 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

Additional Skills:
• Advanced computer skills including usage of MS Office Suite
• Ability to work in a fast paced environment
• Availability to work under pressure
• Good problem-solving and critical thinking skills
• 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
• 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
• Critical thinking and challenging status quo
• Basic organizational skills
• 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
• Experience with an ERP software (e.g. JDE) preferred• Good written and verbal communication skills and interpersonal relationship skillls

What you´ll need:

• H.S. Diploma or equivalent 2 years experience previous related experience Required and Bachelor's Degree Preferred
• Fluency in both German and English (written and spoken) is required
• Located in or near Vienna, as this is an office-based position with a home office option
• Experience with Salesforce is a nice to have