Sr Rep, Customer Service Request Location: USA, California, Irvine

3 weeks ago

Irvine, United States Edwards Full time

Edwards Lifesciences Careers

**Sr Rep, Customer Service**

* **type** Full time

* **Location** USA, California, Irvine

* **Job reference** Req-13566

* **Posted for** 16 Days

The Senior Representative, Customer Service provides best in class customer service support to internal and external customers utilizing effective relationship management skills. Qualified candidates will be professional, possess strong communication skills, a team player, and adaptable in a fast-paced environment. The ability to work in a team environment and independently is essential. This position includes but is not limited to the following:

**Responsibilities:**

* Place and monitor orders (returns, billing, Inventory transactions, FCAs/Recalls,) for internal and external customers (Sales Reps, Marketing, Inventory Teams, Clinicals)

* Create Cases with contact/detail accuracy within Case Management System (CCaaS)

* Ability to track, resolve, and escalate cases in alignment with best practices workflow

* Communicate as needed to ensure high customer satisfaction; includes backorder status and/or product availability

* Determined approach to process and transact consignment conversions & reconciliations

* Perform basic data analysis and generate reports for Sales, Customers, and Consignment Team

* Resolve all complex CS activities including investigating and performing root cause analysis, proposing, and implementing resolution under limited supervision

* Process customer returns and monitor to ensure the product is received

* Complete all documents for customer credits for SOX key controls

* Correspond with Supply Chain Planning on inventory availability

* Manage moderate to high call volume, supporting internal and external customers

* Become a SME with ability to coach and train Level 1 Agents

* Full knowledge and understanding of Edwards Policies and Procedures

* Strong Knowledge on Edwards products and customers

* Ability to meet and sustain department metric standards

**Basic Requirements:**

* 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

* Ability to work in a fast-paced environment

* Demonstrates problem-solving and critical thinking skills

* Proficient in MS Office Suite

* Experience within an ERP software

* Ability to manage confidential information with discretion

* Strict attention to detail

* Excellent Customer Service skills with ability to negotiate and resolve difficult situations

* 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

* Must be able to work in a team environment with minimum supervision, this includes inter-departmental and cross-departmental business partners

**Preferred Qualifications:**

* Bachelors degree is highly preferred

* Salesforce experience

* Proficient in JDE (ERP Software)

**About Edwards Lifesciences**

Edwards Lifesciences is the global leader in patient-focused medical innovations for structural heart disease, as well as critical care and surgical monitoring. Driven by a passion to help patients, the company collaborates with the worlds leading clinicians and researchers to address unmet healthcare needs, working to improve patient outcomes and enhance lives. Headquartered in Irvine, California, Edwards Lifesciences has extensive operations in North America, Europe, Japan, Latin America and Asia and currently employs over 13,000 individuals worldwide.

For us, helping patients is not a slogan - its our lifes work. From developing devices that replace or repair a diseased heart valve to creating new technologies that monitor vital signs in the critical care setting, we focus on helping patients regain and improve the quality of their life.

**COVID Vaccination Requirement**

Edwards is committed to complying with the requirements and guidance from our government authorities and to protecting our vulnerable patients and the healthcare providers who are treating them around the world. As such, all Healthcare Interacting positions require COVID-19 vaccination, which includes anyone who directly interfaces with patients and those who interact with healthcare providers as part of their role. If hired, as a condition of employment, you will be required to submit proof that you have been fully vaccinated for COVID-19 or have a valid religious or medical exemption from being vaccinated. This vaccination requirement does not apply in countries where it is prohibited by law to impose vaccination. In countries where vaccines are less available, or other requirements exist, we may institute alternate measures that optimize patient safety and healthcare provider safety, which may include regular COVID testing or specific masking requirements.

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