Customer Service Representative
4 settimane fa
About the job
You will join a fast growing, dynamic and exciting Company very attentive to environmental, social and diversity/inclusion themes.
As a Customer Service Rep, you will join our Italian talented Team and support Customers and stakeholders through orders management, fix issues and work with e-Solutions (ie: Salesforce, ESKER, JDE ).
Role Purpose
Manage full orders management with high complexity of consignment (gestione conti deposito), correct deviations, contribute in solution to better manage orders cycle and stay connected with Customers, building a strong and durable working relationship.
You are also responsible to register and track service complaints deviation (gestione reclami) till complete resolution. You will take a broad perspective to problems and spots new, less obvious solutions.
You will grow in job skills and Company policies and procedures to complete tasks. Contacts are mostly with individuals within Italian organization, but it happens to contact Teams outside local organization (Headquarter functions and departments).
You are called to build strong productive internal/external working relationships with other departments.
**Key Responsibilities**:
- Order Management with high complexity of consignment (gestione conti deposito).
a. Responsible for order management during the whole process of order life cycle - order entering with ESKER, JDE and checking the order.
b. Based on customer request checking the availability of the inventory.
c. Follow up with the Customer.
d. Backorder reporting.
e. Processing the orders of consignment stock.
f. Support physical consignment checks (resolve discrepancies in cooperation with the sales team).
g. Credit order management - If applicable in cooperation with Bids and Tenders ensuring correctness and reliability of price information in the system - price check vs. Customer order and ask for adjustments.
h. Ship to creation and maintenance in address book (creazione nuovi Clienti e aggiornamento di quelli già in essere)
- Service Complaint management (gestioni reclami)
a. Complaints to returned goods management and documentation handling and problems solving. You communicate with warehouse, carrier and Quality departments.
b. Coordination of field corrective actions (Coordinamento con il territorio delle azioni di richiamo dei prodotti)
- Additional office duties such as archiving and categorizing relevant documents
- Other:
a. If applicable basic EDI administration
b. May potentially act as a part of super-user network for ESKER, ERP JDE and SFDC (Salesforce platform)
- 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
**Education and Experience**:
H.S. Diploma or equivalent
Bachelor's Degree Preferred
Minimum 3 years’ experience in previous related experience or role is a requirement. Medical Company with consignment management (gestione conti deposito) is preferred.
**Additional Skills**:
- Experience with an ERP software (e.g. JDE), ESKER and SFDC (Salesforce) are preferred
- 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
What is it like to work at Edwards Lifesciences in Italy?
As a global leader in patient-focused medical innovations, we offer rewarding opportunities and exciting challenges in a truly international, dynamic and friendly work environment.
We are committed to fostering a diverse and inclusive work environment where all employees can grow, personally and professionally. To achieve this, we offer on-the-job development, training opportunities and the support and guidance provided by dedicated employee groups (the Edwards Network of Women, Edwards Foundation charity team, sustainability activities, and others).
Edwards Lifesciences in Italy also offers the following benefits:
Competitive compensation and benefits package
Flexible working hours, remote working
Life Insurance
Accidental Death & Di
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