Senior Representative, Customer Service
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.
This role can be an onsite or hybrid role based at the Irvine, California corporate headquarters, or can be a remote based role in the U.S.
The standard business hours are either 6:00 a.m. - 2:30 p.m. PST, or 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 $49,000 to $66,000 (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.
COVID Vaccination Requirement
Edwards is committed to protecting our vulnerable patients and the healthcare providers who are treating them. As such, all patient-facing and in-hospital positions require COVID-19 vaccination. If hired into a covered role, as a condition of employment, you will be required to submit proof that you have been vaccinated for COVID-19, unless you request and are granted a medical or religious accommodation for exemption from the vaccination requirement. This vaccination requirement does not apply in locations where it is prohibited by law to impose vaccination.
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