After-Sales, Order-delivery Supply Chain 1

Your role

As a vital member of the Edwards team, you will serve as the focal point for all customer interactions, ensuring seamless communication across multiple contact channels including email, phone, fax, and digital platforms. Leveraging the Edwards SAP system, you will manage the entire customer order lifecycle—from initial enquiry through to order validation, sales and service coordination, and final delivery. Your role involves effectively handling customer complaints with professionalism, initiating escalations when necessary, and maintaining clear, collaborative communication with team leaders and relevant stakeholders.

• Oversee the contact-to-cash process, ensuring every stage, including customer notification, complaint management, order entry, promising, amendment handling, fulfillment, prepayment collection, and delivery, is executed accurately and efficiently.
• Collaborate closely with source cells, field service teams, and STC operations to verify supply plans are aligned with customer requirements and projected delivery timelines.
• Manage and maintain customer-specific documentation and web portals, operating within approved SAP procedures to process orders and enquiries promptly.
• Engage proactively within a self-directed, agile team environment that promotes flexible working arrangements—whether from the office or remotely—demonstrating strong self-motivation, effective planning, and a balanced approach to workload and personal wellbeing.
• Communicate openly and respectfully across all organizational levels, fostering positive relationships that enhance customer satisfaction and drive continuous improvement.
• Handle direct customer interactions and escalations with tact and professionalism, ensuring swift resolution and maintaining Edwards' high standards of service excellence.

Your role is instrumental in sustaining customer trust and delivering a high-quality after-sales experience, supporting Edwards’ commitment to operational excellence and customer success.

To succeed, you will need

• Deep proficiency with Edwards’ SAP systems, including Level 1 training in sales and service modules, ensuring operational competency.
• Demonstrated ability to effectively manage straightforward orders, notifications, shipping coordination, invoicing, and delivery tracking to meet customer expectations.
• Strong organizational skills for handling customer-specific documentation, ensuring accuracy and compliance with internal standards.
• Exemplary self-management capabilities, including prioritizing workload, maintaining a healthy work-life balance, and adapting seamlessly to both remote and on-site work environments.
• A minimum of one to two years’ relevant experience is essential to navigate complex customer interactions and internal processes efficiently.

Job location

This position offers a hybrid working model that combines the flexibility of remote work with regular on-site presence at our Ina Factory. This arrangement is designed to support collaboration, maintain strong team dynamics, and foster direct engagement with operational teams and customers.

The Ina Factory is located in a convenient area providing easy access via public transportation and ample parking facilities. Our workplace emphasizes a safe, inclusive, and dynamic environment where employees can thrive and contribute meaningfully to Edwards’ success.