Customer Solutions Process Expert

Imagine how your ideas and expertise can change a patient’s life. At Edwards Lifesciences, our Customer Solutions teams are dedicated to providing 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’ll make an impact:

• Identify efficiency drivers in Customer Solutions related processes (order management, invoicing, return management, inventory management, logistics, request management)
• Assess business needs of assigned functional area; recommend improvements and streamline processes and data management
• Develop functional business requirements and articulate needs for system functionality and features
• Test and validate processes and systems to ensure adherence to functional requirements
• Train users on new processes, workflows, and/or systems
• Ensure adoption of newly implemented processes and tools
• Own (define, update, share) material and documents required by the team to operate effectively (Handbooks, Guidelines)
• Define and implement best practices
• Identify metrics and reports needed to measure process effectiveness and efficiencies
• Monitor process discipline across Business Units and Countries
• Perform root cause analysis including testing and researching data integrity/accuracy and drive corrective / preventive actions
• Provide operational expertise and represent CS in key projects with accountability for successful completion of project deliverables & provide operational guidance and expertise to project teams
• Other incidental duties
  
  

What you'll need (Required):

• Bachelor's Degree and 3+ years of prior relevant experience in customer service or supply chain (industries such as e.g. medical device, manufacturers etc.)
• Proficiency in English, other languages are plus
  
  

What else you’ll need (Preferred):

• Solid end to end understanding of Customer Service related processes
• ERP and CRM System Proficiency: Knowledge of any ERP system e.g. JDE, SAP, Oracle etc., other tools are a plus
• Six Sigma or Lean experience is a big plus
• Proactive and self-driven, with a focus on continuous process improvement
• Clear and effective communication skills, strong technical understanding and problem articulation
• Ability to navigate ambiguity and adapt, strong prioritization and organizational skills
• Natural leadership, facilitation and influencing skills
  
  

What is it like to work at Edwards Lifesciences in the United Kingdom?

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 the United Kingdom also offers the following benefits:

• Competitive Compensation and Benefits package
• Flexible working hours
• Pension Scheme (double matching)
• Risk Life Insurance and Group Income Protection
• Private Medical Plan
• Service Awards
• Enhanced Sick Leave Benefits (Income Protection)
• Employee Stock Purchase Program
• Employee Assistance Program
• Comprehensive Wellness Program including health and wellness subsidy, onsite gym, massages, fresh fruit in the office, financial webinars, discount cards 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.