Associate Specialist, Customer Service

3M HEALTHCARE; Kuala Lumpur; On-site; MYR 48,000 - 72,000; Full time

Job summary

Edwards Lifesciences is seeking a Customer Service professional to support policies, processes and order management. You will train teammates, analyze inventory issues, and implement system improvements while maintaining strong stakeholder relationships.

Ideal candidates have a related Bachelor's degree, 2 years in customer service, and excellent communication and problem-solving abilities to excel in a fast-paced environment.

Qualifications

• Bachelor's Degree in related field.
• 2 years related experience in customer service.
• Strong problem-solving skills.
• Excellent communicator.

Responsibilities

• Provide solutions and direction on routine issues regarding policies, procedures, and systems for Customer Service; analyze inventory issues and formulate recommendations for solutions.
• Navigate through challenging inquiries and escalate to SMEs and stakeholders when needed.
• Record with accuracy in Case Management System and JDE for Order Management.
• Train and develop Customer Service Representatives, including onboarding and mentoring.
• Contribute to technology assessments and system/process improvements; assist with user testing and upgrades.
• Provide coverage for phones, order entry, and other duties to support the team; assist Region Support in SFDC.

Skills

Problem-solving

Communication skills

Interpersonal skills

Teamwork

Education

Bachelor's Degree in related field

Tools

Salesforce.com

JDE

SFDC

Power BI

Excel

PowerPoint

Word

Job description

Imagine how your ideas and expertise can change a patient’s life. At Edwards Lifesciences, our customer service 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 external and internal 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:

• Provide solutions and direction on routine issues regarding policies, procedures, and systems for Customer Service; analyze inventory issues and formulate recommendations for solutions. Navigate through challenging inquiries and demonstrate discernment on when to elevate and de-escalate problems to appropriate SMEs and stakeholders. Record with accuracy in Case Management System and JDE for Order Management.
• Train and develop Customer Service Representatives in the department, including side-by-side onboarding training/mentoring, continuous improvement and system enhancement training. Provide dedicated onboarding/training support during the training period.
• Participate in technology assessments and propose solutions regarding system/process improvements, training related to customer service, and team development. Assist with user testing and implementing upgrades and/or new programs within the department.
• Provide additional coverage for phones, order entry, and other duties typically handled by Customer Service Professionals to help with overflow. Includes Region Support for BU within SFDC.
• Provide support to commercial team on consignment stocks planning and management.
• Other incidental duties: Coordinate with warehouse personnel regarding changes to shipping time and inventory cycle counts.

What you will need (Required):

• Bachelor's Degree in related field
• 2 years related experience in customer service
• Strong problem-solving skills
• Excellent communicator

What else we look for (Preferred):

• Good knowledge and understanding of Edwards policies, procedures and guidelines relevant to Customer Service, including Compliance and Sox requirements.
• Moderate knowledge of JDE and SFDC as it pertains to Customer Service.
• Strict attention to detail.
• Demonstrated problem-solving and critical thinking skills.
• Good knowledge on Edwards products and customers.
• Ability to converse at a professional level with users of products, SMEs, stakeholders, and HCPs.
• Ability to manage competing priorities in a fast paced environment.
• Excellent customer service skills with ability to negotiate and resolve difficult situations.
• Excellent problem-solving skills.
• Ability to build and maintain strong relationships across the organization to influence and achieve objectives.
• Ability to prioritize competing objectives in a fast paced environment.
• Ability to work in a team environment, including inter-departmental teams and representing the organization on specific projects.
• Must be able to work in a team environment and with minimum supervision, including inter-departmental teams and with other departments.
• Experience with Salesforce.com preferred.
• Good computer skills in Microsoft Office Suite including Word, PowerPoint, Power BI and Excel.
• Good written and verbal communication skills and interpersonal relationship skills.
• 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.