Imagine how your ideas and expertise can change a patient’s life. At Edwards Lifesciences, our Customer Solutions teams provide thoughtful care and meaningful interactions to patients, customers, and stakeholders. As a member of this team, you’ll work cross-functionally across our organization to ensure our 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:
Looking after the post sales activities across all the regions in Europe:
a. Returns Management – timely coordination of product returns on receipt of request from Local Customer Solutions Team or Sales Representative. Organization of the required packaging, transaction creation, documentation preparation and distribution, courier organization and return closure.
b. Support physical consignment checks (resolve inventory discrepancies in cooperation with the sales team). Checking of records and identifying errors to validate counts.
c. Service Complaint management and resolution – investigation of complaint to identify root cause, liaising with 3rd parties where necessary (warehouse, carrier) Closure of complaints.
d. No Charge product – processing of no charge product requests from the sales organization.
e. Close communication with Local Customer Solutions team regarding any requests to ensure to maintain customer relationships and expectations.
f. Clinical Trials – working with the relevant department successfully process requests for product for all Clinical Trials.
• Additional office duties such as archiving and categorizing relevant documents, and if applicable, basic EDI administration.
• Participation moderately complex one-time projects aiming for improving the quality of service and effectiveness of customer solutions department.
• May potentially act as a trainer and mentor of less experienced colleagues.
What you will need (Required):
H.S. Diploma or equivalent and 3 years of previous related experience Required
Bilingual in both Spanish and English
Act as a part of super-user network for JDE and SFDC
What else we look for (Preferred):
• Advanced computer skills including usage of MS Office Suite
• Bachelor’s degree in a related field of expertise
• Good organizational skills and able to work independently being self-sufficient
• Good written and verbal communication skills and interpersonal relationship skills understanding cultural differences across Europe
• Availability to work under pressure in a fast paced environment prioritizing competing objectives
• Critical thinking skills, challenging the status quo
• 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
• 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 Spain?
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 Spain also offers the following benefits:
Competitive Compensation and Benefits package
Flexible working hours, remote working
Pension plan
Life Insurance
Medical plan
Meal Vouchers
Service Awards
Enhanced Leave benefits
Employee Stock Purchase Program
Employee Assistance Program
Comprehensive Wellness program including gym membership reimbursement, fresh fruit in the office, subsidized massages, mindfulness sessions, educational events, charity activities and much more.
Benefits are regulated by an internal policy which contains the full details regarding the entitlement and conditions for the benefits. Benefits policy and components may vary by location.
