Edwards Lifesciences Supervisor, Customer Service in Czech Republic

Role Purpose:

To provide superior & efficient Order Management Services by effectively managing information / documentation & product flow to meet both internal and external customer needs while also assuming overall responsibility for the team he / she is accountable for.

The Customer Service Supervisor will achieve this by continually challenging and improving Order Management Systems and Work Processes. He / she will act as a leader, bringing the appropriate coaching and support to his/her team members.

Major Job Functions:

The role of the CS Supervisor includes Order management responsibility (60%) and team supervision related work (40%).

Order Management / Core Process

  • Order acquisition

  • Order processing

  • Shipping coordination

  • Invoicing & Documentation generation / archiving

  • Delivery execution & follow up

  • Post Sales Services & Assistance

Typical examples of tasks linked to the above mentioned responsibilities are:

  • Order entrance, recording & execution

  • Order check & correction

  • Price allowance

  • Product availability check

  • Sizing check (MOQ (Minimum Order Quantity), Load optimization)

  • MOT (Method of Transportation) selection and freight charge allocation

  • Messaging / status check (following up on orders with all concerned parties.- Phone, Fax, E mail)

  • Shipping advice to customers

  • Documentation control / check & system update

  • Customer invoice Generation

  • Coordination & mailing of documents

  • Problem solving and complaints management

  • Returned goods management

  • Credit / debit note issuance

  • Internal (Sales, Finance, Marketing etc) & External Customer communication

  • Liaise with Supply Chain controlling function on stock related issues

Team Supervision & Development

  • Involvement in recruiting, Interviewing & decision making of new candidates

  • Managing team members workload and priorities

  • Training of new hires & on going training process of subordinates based on PMOs and identified areas in need of improvement

  • Establish directions & objectives for the team as well as individual objectives for its members

  • Manage performance review process for members of his / her team

  • Is accountable for establishing and maintaining Country specific SOPs (Standard Operating Procedures)

  • Project work based on detected areas in need of improvemeInvolvement in Customer Service Europe initiatives and Projects

  • Primary interface with management and third party logistics on problems resolution

  • Is accountable for maintaining CS scorecard update to date


Required Education/Skills:

  • Minimum of 5 years’ experience in order management/customer service/supply preferably in an international company while managing international markets is required

  • Commercial or logistics knowledge is a significant asset

  • Ability to manage and motivate teams to achieve personal and organizational goals – min 3 years’ experience with team leading/supervision is required

  • English (Written & Oral), other languages knowledge preferred

  • Excellent communication skill and service oriented attitude are required

  • Problem solving and ability to prioritize

  • Excellent organization skills, ability to manage multiple projects with strong time management are required,

  • Initiative & follow through

  • Creativity & innovation

  • Working with others & Team spirit

  • Advanced computer (MS Office, Internet, ERP system) skills are required

About Edwards

Edwards Lifesciences is the global leader in patient-focused medical innovations for structural heart disease, as well as critical care and surgical monitoring. Driven by a passion to help patients, the company collaborates with the world's leading clinicians and researchers to address unmet healthcare needs, working to improve patient outcomes and enhance lives. Headquartered in Irvine, California, Edwards Lifesciences has extensive operations in North America, Europe, Japan, Latin America and Asia and currently employs over 10,000 individuals worldwide.

For us, helping patients is not a slogan - it's our life's work. From developing devices that replace or repair a diseased heart valve to creating new technologies that monitor vital signs in the critical care setting, we focus on helping patients regain and improve the quality of their life. Edwards is an Equal Opportunity/Affirmative Action employer including Minorities, Females, Protected Veterans, and Individuals with Disabilities.

Title: Supervisor, Customer Service Location: Europe, Middle East, Africa, Canada (EMEAC)-Czech Republic Job Number: 011335