Senior Customer Service Representative

USA - California - Irvine - Hybrid

USA - California - Irvine

Full time

Req-50613

Imagine how your ideas and expertise in customer service can change a patient's life. At Edwards Lifesciences, our customer service teams are dedicated to providing thoughtful care and meaningful interactions to customers and stakeholders. As a member of this team, you'll work cross-functionally across our organization to ensure our customers receive the support they need and feel connected to our mission of putting patients at the heart of every decision.

Innovation starts from the heart. Edwards Lifesciences is the leading global structural heart innovation company, driven by a passion to improve patient lives. With millions of patients served in over 100 countries, each team makes a meaningful contribution by improving patient outcomes and discovering lasting solutions for unmet patient needs. Our Senior Representative, Customer Service position is a unique career opportunity that could be your next step towards an exciting future.

This role can be an onsite or hybrid role based at the Irvine, California corporate headquarters.

The standard business hours are 8:00 a.m. - 4:30 p.m. PST.

How you will make an impact:

• 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

• 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

• 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

What you'll need (Required):

• H.S. Diploma or equivalent

• 4 years of related experience

• Experience with an ERP software (e.g., JDE)

What else we look for (Preferred):

• Customer service experience in a call center environment

• Customer service experience in medical devices

• Experience in a cloud-based case management system, e.g. Salesforce

• Experience in product planning (purchasing/inventory - related experience) and/or consignment management

• Excellent Customer Service skills with ability to resolve demanding situations

• Proficient in MS Office Suite

• Excellent written and verbal communication, interpersonal and relationship building skills

• Ability to work in a demanding environment

• 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

• Ability to work in a team environment with minimum supervision, this includes inter-departmental and cross-departmental business partners

• Demonstrated problem-solving and critical thinking skills

Aligning our overall business objectives with performance, we offer competitive salaries, performance-based incentives, and a wide variety of benefits programs to address the diverse individual needs of our employees and their families.

The base pay range for this position is $51,000 to $69,000 (highly experienced).

The pay for the successful candidate will depend on various factors (e.g., qualifications, education, prior experience). Applications will be accepted while this position is posted on our Careers website.

Edwards is an Equal Opportunity/Affirmative Action employer including protected Veterans and individuals with disabilities.

Edwards Lifesciences is the leading global structural heart innovation company, driven by a passion to improve patient lives. Through breakthrough technologies, world-class evidence and partnerships with clinicians and healthcare stakeholders, our employees are inspired by our patient-focused culture to deliver life-changing innovations to those who need them most.