Team Lead Customer Service

Responsible for providing first-line supervisory leadership, supporting customer service operations, and ensuring strong team performance.

Location

• This position is based in Garching, Germany.
• The successful candidate is required to work onsite at the Garching office and must be able to commute to the office regularly.

Key Responsibilities

• Order Management Manage the entire order lifecycle, including entering and processing orders in JDE. Check inventory availability based on customer requests. Follow up and coordinate with customers and the Sales team. Monitor backorders and manage credit orders. Coordinate orders related to consignment inventory.
• Customer Service & Operations Manage complaint-related activities, including Biokits, and coordinate with Quality Assurance and other relevant departments. Communicate with forwarders and warehouses regarding shipping operations, including timing and preparation. Coordinate with Regulatory Affairs regarding newly ordered items. Ensure the accuracy and reliability of pricing information in the system, including price revisions and adjustments.
• Team Leadership Take full responsibility for employee-related activities, including recruitment, onboarding, training, performance reviews, and coaching. Establish clear goals and objectives for the team and individual team members. Support and drive team performance and development. Establish and maintain country-specific SOPs (Standard Operating Procedures).

Education and Experience

• Bachelor’s degree preferred.
• Minimum of 5 years of experience in Customer Service or a related field is required.
• Previous team leadership, supervisory, or people management experience is required.
• Demonstrated experience in leading, coaching, and developing employees is required.
• Previous experience in Customer Service, Order Management, or a comparable operational environment is preferred.

Additional Skills

• Strong computer skills, including proficiency in Microsoft Office.
• Experience working with ERP software, preferably JDE.
• Strong written and verbal communication skills.
• Strong interpersonal and stakeholder management skills.
• Ability to work effectively in a fast-paced environment.
• Ability to lead and motivate a team while managing operational priorities.
• Adhere to all company policies and requirements, including Environmental Health & Safety requirements, and take appropriate measures to prevent injuries, protect the environment, and prevent pollution within the scope of responsibility.

What is it like to work at Edwards Lifesciences in Germany?

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 workplace where all employees can grow both personally and professionally. We support this through on-the-job development, training opportunities, and dedicated employee groups, including the Edwards Network of Women, Edwards Foundation charitable initiatives, sustainability activities, and more.

Edwards Lifesciences in Germany offers the following benefits:

• Competitive compensation and benefits package
• Flexible working hours
• Pension plan
• Risk insurance
• Meal benefits
• Service awards
• Enhanced leave benefits
• Transportation benefits
• Employee Stock Purchase Programme
• Employee Assistance Programme
• Comprehensive wellness programme, including an onsite gym, yoga classes, massage, preventive health checks, healthy lifestyle webinars, educational events, charity activities, and more

Benefits are governed by internal policies that outline eligibility and applicable conditions. Benefits and eligibility may vary by location.