Senior Rep, Customer Service

<p>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.</p><p></p><p><b>This role can be an onsite or hybrid role based at the Irvine, California corporate headquarters.</b></p><p><b>The standard business hours are 6:30 a.m. – 3:00 p.m. PST.</b></p><p></p><p><b>How you will make an impact:</b></p><ul><li>Use of case management system to manage customer contacts and order detail with razor sharp accuracy</li><li>Proactively track, resolve, and escalate order or cases in alignment with service excellence standards</li><li>Place and monitor orders via phone, fax, and email for hospital and sales rep customers</li><li>Proactively communicate backorders, order status, product availability, and missed deliverables</li><li>Resolve complex issues via root cause analysis investigation, proposal of resolution, and resolution implementation with limited intervention</li><li>Prioritize high work volumes from phones, email, case management, and faxes</li><li>Become a SME (Subject Matter Experts) who can coach and train others</li><li>Systematically process and transact consignment conversions &amp; reconciliations</li><li>Process customer returns and coordinate with Inventory Teams to ensure product is received</li><li>Complete customer credits following documentation guidelines under SOX key controls</li><li>Communicate regularly with Supply Chain Planning for inventory availability</li><li>Perform at a level to meet and sustain department metrics and expectations</li></ul><p></p><p><b>What you’ll need (Required):</b></p><ul><li>H.S. Diploma or equivalent</li><li>4 years of related experience</li><li>Experience with an ERP software (e.g., JDE)</li></ul><p></p><p><b>What else we look for (Preferred):</b></p><ul><li>Customer service experience in a call center environment</li><li>Customer service experience in medical devices</li><li>Experience in a cloud-based case management system, e.g. Salesforce</li><li>Experience in product planning (purchasing/inventory – related experience) and/or consignment management</li><li>Excellent Customer Service skills with ability to resolve demanding situations</li><li>Proficient in MS Office Suite</li></ul><ul><li>Excellent written and verbal communication, interpersonal and relationship building skills</li><li>Ability to work in a demanding environment</li><li>Ability to build and maintain strong relationships across the organization to influence and achieve objectives</li><li>Strong Time Management Skills with ability to prioritize competing objectives</li><li>Ability to work in a team environment with minimum supervision, this includes inter-departmental and cross-departmental business partners</li><li>Demonstrated problem-solving and critical thinking skills</li></ul><p></p><p>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.</p><p></p><p>The base pay range for this position is $50,000 to $68,000 (highly experienced).</p><p></p><p>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.   </p><p></p><p></p><p></p><p></p><p></p><p>E<span>dwards is an Equal Opportunity/Affirmative Action employer including protected Veterans and individuals with disabilities.</span></p><p></p><p></p><p></p><p><b>COVID Vaccination Requirement</b></p><p><span>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. </span></p>