Minimum of secondary education
Experience in Customer Service role is an advantage
Good knowledge of MS Office applications, SAP knowledge is an advantage
Fluent English and Hebrew necessary
Team player, customer focused with strong organisational skills
Willingness to travel to Czech Republic time to time
Principal accountabilities :
Promptly respond to telephone, e-mail, fax, and mail inquiries from external and internal customers. Take ownership of customer issues and interface with technical support, logistics, product managers, and field sales teams, field service teams, service operations, operations etc. to generate solutions in a timely fashion
Handle communication based on the set rules for customer interaction (warm handover, use of templates, greetings etc.)
Manage CRM (Customer relationship management tool) activities daily, record and handle complaints, opportunities etc. according to set process
Orderbook management: Manage and monitor all types of orders, delivery dates and holds and escalate where appropriate. Pro-actively provide status updates to internal and external customers on transactions and issues on a regular basis as defined by the CVC Management.
Manage warranty claims from customers: Validate serial number and warranty eligibility for all warranty claims in adherence to the Edwards’ warranty policy (Sales warranty approval etc.).
Plan, monitor and invoice Field Service orders where required. Ensure accurate revenue and cost reporting on all jobs prior to closure. Research and/or correct price, labor, and materials variances. Manage and escalate open Field Service jobs.
Create and maintain service contracts in SAP where required. Measure compliance against contracts and relate information back to Sales and Service Engineers.
Provide information on price, availability and other product related details based on Edwards‘ catalogue, service portfolio, system (SAP/CRM) and other sources available
Create and maintain customer details and record customer interaction according to set rules
Prepare, track, file and maintain written quotations to customers and the sales organization.
Achieve a transactional compliance of minimum 95%. Process and document order amendments as required.
Where appropriate allocate transactional tasks to Juniors, be their first point of escalation and support Juniors to transact according to the set procedures and standards.
Research and resolve invoice disputes from customers within the set Service Levels. Processes credits and rebills as required. Work closely with Credit Control and Cash Collection teams to resolve financial issues (billing, credit holds, credit risks, overdue invoices, payment terms, etc.)..
Maintain a working knowledge of Edwards products, services and processes and assigned customer's industry and applications.
Process other tasks in SAP / CRM (Leads, reports, etc .) as required by superior
Pro-actively strive for continuous process improvement and personal development.
Pro-actively support other team members and other departments. Be a team player. Coach CVC Coordinators, support superior as instructed (Reporting, auditing, escalations handling etc.).
Follow instructions given by superior (Regional lead, CVC Management
General accountabilities :
During all work activities observes policies, regulations and directives for assuring safety and protection of health during work
During all work activities observes policies, regulations and directives for quality and protection of environment
Keeps his working place and equipment in order and in the line with the 5S system principles
Shows active approach towards broadening knowledge and qualification
Active approach to BPI and partnership building
Follows internal guidelines of the employer and generally applicable regulations