Customer Experience & Order Management Lead

Edwards Lifesciences Gruppe; Irvine (CA); On-site; USD 81,000 - 116,000; Full time

Job summary

Edwards Lifesciences Irvine, CA seeks an experienced order management leader to support hospital customers and field sales. You will hire, train, and supervise front-line teams, ensure accurate order entry, shipping, and invoicing, and drive scalable processes across functions.

You will partner with Operations, Marketing, and Shipping to guarantee stock availability, timely distribution, and exceptional customer service while maintaining compliance with QMS and regulatory requirements.

Qualifications

• Bachelor's degree or equivalent required with strong technical knowledge.
• At least 4 years of people management experience with hire/fire authority.
• Proven project management and cross-cultural leadership.
• Strong collaboration with cross-functional stakeholders and ERP proficiency.

Responsibilities

• Hire, train, and supervise front-level customer service team members.
• Ensure orders, shipments, and invoicing are processed accurately and timely.
• Investigate and resolve errors in shipping, billing, and order processes.
• Maintain trunk stock reconciliation and related SOPs.
• Collaborate with Operations, Marketing, Shipping to ensure stock availability.
• Develop and report customer service metrics to leadership.
• Manage customer complaints and maintain partner relationships.
• Provide training and performance feedback; handle confidential data.
• Align with QMS and regulatory requirements in daily activities.

Skills

Leadership

Communication

Cross-functional collaboration

Project management

Problem-solving

Education

Bachelor's degree

Tools

MS Office

ERP (JDE)

Job description

Edwards Lifesciences Irvine, CA seeks an experienced order management leader to support hospital customers and field sales. You will hire, train, and supervise front-line teams, ensure accurate order entry, shipping, and invoicing, and drive scalable processes across functions.

You will partner with Operations, Marketing, and Shipping to guarantee stock availability, timely distribution, and exceptional customer service while maintaining compliance with QMS and regulatory requirements.