Sr Rep, Customer Service

Senior Representative

This role is HYRBRID and requires an onsite presence 3x per week. During training, the expectation is that both hires will be on campus MondayWednesday from 8:00am to 4:30pm, with Thursday and Friday designated as work-from-home days. Once training is completed, the roles will transition to the following shifts: One agent: 5:00am 1:30pm. One agent: 6:00am 2:30pm.

Our Senior Representatives will deliver excellent customer service to customers with elevated expectations! You will support our customers by instilling trust, driving results, and staying patient focused! The ability to change hats and work as a team and independently is essential to success. You are the first point of contact and will own the customer experience from start to finish. Each interaction will require the ability to follow our processes with speed and accuracy. Edwards Lifesciences is a performance-based organization that rewards diligent workers.

Responsibilities:

• Use of case management system to manage customer contacts and order detail with razor sharp accuracy
• Proactively track, resolve, and escalate order or cases in alignment with service excellence standards
• Place and monitor orders via phone, fax, and email for hospital and sales rep customers
• Orders translate to new orders, Returns, Billing, Inventory adjustments, reconciliations, and FCAs/Recalls.
• Own it! Proactively communicate backorders, order status, product availability, and missed deliverables
• Resolve complex issues via root cause analysis investigation, proposal of resolution, and resolution implementation with limited intervention
• Prioritize high work volumes from phones, email, case management, and faxes
• Become a SME (Subject Matter Experts) who can coach and train others
• Systematically process and transact consignment conversions & reconciliations
• Perform basic data analysis and generate reports for Sales, Customers, and Consignment Team
• Process customer returns and coordinate with Inventory Teams to ensure product is received
• Complete customer credits following documentation guidelines under SOX key controls
• Communicate regularly with Supply Chain Planning for inventory availability
• Perform at a level to meet and sustain department metrics and expectations

Basic Requirements:

• H.S. Diploma is required
• Minimum of 4 years Customer Service Experience
• Excellent written and verbal communication, interpersonal and relationship building skills with focus on negotiating and persuasion
• Ability to work in a demanding environment
• Excellent Customer Service skills with ability to negotiate and resolve demanding situations
• Ability to build and maintain strong relationships across the organization to influence and achieve objectives
• Strong Time Management Skills with ability to prioritize competing objectives
• Must be able to work in a team environment with minimum supervision, this includes inter-departmental and cross-departmental business partners
• Demonstrates problem-solving and critical thinking skills
• Proficient in MS Office Suite
• Experience within an ERP software
• Ability to manage confidential information with discretion
• Strict attention to detail

Preferred Qualifications:

• Bachelor's degree is preferred (BA/BS degree is necessary to promote within Edwards)
• Salesforce experience or CRM experience
• Proficient in JDE (ERP Software)

EEO: "Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans."