Customer Service Supervisor

The Customer Service Supervisor will provide superior and efficient Order Management Services by efficiently managing information, documentation and product flow to meet both internal and external Customer needs while also assuming overall responsibility for the team they are accountable for.
How you’ll make an impact:

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 and sales team
Complaint handling related activities (Biokits, communicate with QA dept., FCA)
Team Supervision - full responsibility of employee-related activities - recruiting, onboarding, training, performance review, coaching of employees. Establish directions & objectives for the team as well as individual objectives for its members.
Ensuring (in cooperation with other departments if applicable) correctness and reliability of price information in the system - price revision, adjustments
Relationship Management

Activities:

Primary liaison in team for cross-functional collaboration
External activities such as visiting customers, in line with country customer focused activities
Relationship focus in close collaboration with CS management.

Accountable for establishing and maintaining Country specific SOPs (Standard Operating Procedures)
Backorder monitoring
Credit order management
Coordinate on order consignment inventory
Communicate with Forwarder and Warehouse about shipping operation (timing, preparation etc.)
Communication with Regulatory affairs regarding newly ordered items

What you’ll need:

H.S. Diploma or equivalent Required
Bachelor's Degree Preferred
Minimum 2 years of previous Customer Service experience
Fluent in English
Availability to travel 20%

What else we look for:

Good computer skills including usage of MS Office Suite

Experience with an ERP software (e.g. JDE)
Good written and verbal communication skills and interpersonal relationship skills
Ability to work in a fast paced environment
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).
Benefits

Competitive compensation and benefits package
Flexible working hours, remote working
Life Insurance
Accidental Death & Disability Insurance
Telemedical Services
Meal vouchers
Service Awards
Employee Stock Purchase Programme
Employee Assistance Programme
Comprehensive Wellness programme including preventive cardiovascular screening, educational events, on-site fitness center, lessons with personal trainer, fruit in the office, 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.
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