Analista Sênior - São Paulo, Brasil - Edwards Lifesciences

Descrição

Role PurposeProvides the daily Customer Service support to customers utilizing effective relationship and management skills and in line with the required Customer Strategies.

Role and Responsibilities30%

• Order exception messages handling
• Follow up with the customer or internal stakeholders the solutions for orders with exception messages and effective communication of possible solutions.

20%

• C2C process management ; Client authorization of implants and initiation of reverse logistics activities; Consignment management support20%
• Support the business and strengthen relationship with strategic customers10%
• Participation in projects aiming to increase effectiveness of customer service department and delivering positive customers experience.

10%

• Complaint management
• Complaints for returned goods management and documentation handling and problems solving.

5% - Additional office duties such as archiving and categorizing relevant documents5% - Other- May potentially act as a part of super-user network for JDE, SFDC and Esker
Education and Experience:Bachelor's Degree preferred, 5 years of experience requiredIntermediate English
Additional Skills:

• Excellent written and verbal communication skills and interpersonal relationship skills
• Excellent customer service skills with ability to negotiate and resolve difficult situations
• Ability to work in a fast paced environment and work under pressure
• Excellent problem
• solving and critical thinking skills
• Ability to work effectively in a cross
• functional team environment