Customer Relations Specialist

Job content

Role description: You provide customer service support for Benelux customers/hospitals and internal stakeholders, utilizing effective relationship management skills, within an international fast-paced market leader in CardioVascular Disease, subject to (inter)national market legislation & quality & internal compliance regulations as laid out within Standard Operating Procedures (SOP’s).

You are part of our local Benelux Customer Service Team, based in Dilbeek (Belgium), while focusing on -and partnering up with- your own Business Unit, and keeping a close connection with the customer (also in a pro-active manner with regard to customer satisfaction & market developments such as EDI order processing), a wider team of colleagues and departments, and our product portfolio where Edwards is renowned for continuous product & technological innovation.

Key Responsibilities

• Order Management
• Responsible for order management during the whole process of order life cycle - order entry through Esker (OCR-based interface for semi-automized order intake) + JDE Edwards (SAP)
• Upon request, checking the availability of the inventory, in collaboration with both Supply Chain & warehouse/carrier to ensure timely delivery to the customer (urgencies/backorders)
• Follow up on customer inquiries, i.e. incomplete/unachieved delivery, emergency orders, looking up shipment/delivery details, escalating service complaints to carrier/warehouse and providing feedback & best possible solution to the customer supported through a CRM tool (SFDC), handling price-related questions in collaboration with the Business Unit and Bids & Tenders department
• Responsible for consignment stock management: following up on the customer consignment inventory together with the Business Unit & Edwards Consignment Control Tower, investigating and solving any discrepancies (i.e. as a result of consignment counts being performed by the Account Manager), ensuring that Edwards owned stock is removed from the hospital premises before expiration date and according to the packaging instructions, shipping new inventory, organizing product swaps, etc.
• Free Of Charge products / credit order management: Issuing credit notes and shipping FOC-products, as aligned with our compliance policies and product return guidelines, i.e. for products demonstration, evaluation, replacement, contract-related (free product or rebate), product complaint or recall, clinical trials, etc.
• Complaint management
• Product complaints: timely reporting of customer complaint, organizing product return to our Quality Complaint Team, documentation handling and problem solving (biokits, communication with QA-team and Business Unit for possible reimbursement to the customer via Free Goods or credit note)
• Coordination of FCA: act as local contact for gathering customer contact details, verification of distribution list, sending/documenting/monitoring and following up on customer’s response and possible product returns, and provide updates to the Lead/Local FCA coordinator
• Other involvements
• May potentially act as a part of super-user network, possibility to interact within a supra-network of colleagues
• Additional office duties such as archiving and categorizing relevant documents
• May participate on country projects aiming to improve the quality of service and effectiveness of customer service department
• Maintaining minimum productivity and accuracy levels on Customer Service metrics such as service complaint management
  

Education And Experience

• H.S. Diploma and preferably previous related experience within a customer services role, or other qualifications/background to back for your application
  

Additional Skills

• Good computer skills including usage of MS Office Suite
• Experience with an ERP software (e.g. JDE) preferred
• Experience with EDI preferred
• Good written and verbal communication skills (Dutch, English and ideally French)
• Ability to work in a fast paced environment and under pressure
• Ability to work effectively in a cross-functional team environment
• Ability to manage confidential information with discretion
• Customer service skills with ability to negotiate and resolve difficult situations
• Excellent problem-solving skills, action-oriented and flexible
• Ability to build and maintain strong relationships across the organization to influence and achieve objectives
• Strict attention to detail