Customer Service Specialist

7 months ago

Pretoria, South Africa Edwards Lifesciences Full time

Imagine how your ideas and expertise can change a patient’s life. At Edwards Lifesciences, our Customer Service teams in South Africa are dedicated to providing thoughtful care and meaningful interactions to patients, customers, and stakeholders. As a member of this team, you’ll Provides customer service support to customers utilizing effective relationship management skills, work cross-functionally across our organization to ensure our customer and stakeholders 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**:
**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

**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

**Other Responsibilities**:

- Procurement system support(COUPA)
- Price File management
- Sales report support
- General assistance to Country Director on request.
- Assisting HR and other departments regarding office events.
- 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

**What you’ll need (required)**:
University Bachelor Degree or equivalent

3 years experience of previous Customer Service field

Excellent customer service skills with ability to negotiate and resolve difficult situations

Advanced computer skills including usage of MS Office Suite

Good written and verbal communication skills and interpersonal relationship skills

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

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

Basic organizational 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

**What else we look for (preferred)**:
Experience with an ERP software (e.g. JDE) preferred

Ability to work in a fast paced environment

Availability to travel for shorter period of time

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