Senior Supervisor, Customer Experience & Order Management - IHFM

Edwards Lifesciences seeks a Senior Supervisor for their Implantable Heart Failure Management order management and customer service operations in Irvine, California. This leadership role manages front-line customer service staff, oversees order processing and fulfillment, and drives process improvements across hospital customers and field sales teams.

Responsibilities

• Hire, train, and supervise customer service team members; ensure policy and procedure compliance
• Manage order entry transactions, customer data validation, and fulfillment from entry through shipment and invoicing
• Investigate operational errors and recommend corrective actions; conduct compliance audits of departmental activities
• Partner cross-functionally with Operations, Marketing, and Shipping to ensure stock availability and timely distribution
• Develop customer service metrics, handle escalated complaints, and maintain relationships with internal and external partners

Requirements

• Bachelor's degree with in-depth technical knowledge in order management or customer service
• 4+ years supervising personnel with hire/fire authority and employee relations experience
• Proven experience leading multicultural teams with cultural sensitivity
• Demonstrated project management expertise and customer-facing background
• Medical device industry experience preferred
• Proficiency in Microsoft Office and ERP systems, ideally JDE