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Senior Customer Service Representative

2 months ago

Irvine, United States Edwards Lifesciences Full time

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

Work Schedule: Position is hybrid and requires on site attendance once per month at our Irvine, CA campus.

How you'll 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.
  • 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.
What you'll need (Required):
  • 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.
  • 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.
  • 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.
What else we look for (Preferred):
  • Bachelor's degree is preferred (BA/BS degree is necessary to promote within Edwards)
  • Salesforce experience or CRM experience
  • Proficient in JDE (ERP Software)


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.

For California, the base pay range for this position is $49,000 to $70,000 (highly experienced).

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.