Hybrid Patient Care CSR & Cross-Functional Problem Solver

Edwards Lifesciences Gruppe; East Alton (IL); On-site; USD 51,000 - 69,000; Full time

Job summary

Edwards Lifesciences, a leader in structural heart innovation, seeks a Senior Representative, Customer Service to support hospital and sales-channel customers from our Irvine, CA campus. You will manage inquiries, orders, and returns, ensuring timely, accurate service aligned with our patient-first mission.

Join a global team that coaches others, analyzes root causes, and collaborates with Supply Chain and Inventory to keep commitments and drive customer satisfaction.

Qualifications

• HS Diploma or equivalent required.
• 4 years of related experience.
• Experience with an ERP software (e.g., JDE).
• Preferred: call center customer service experience in medical devices and Salesforce.

Responsibilities

• Use of case management system to manage customer contacts and orders with accuracy.
• Track, resolve, and escalate orders or cases per service standards.
• Place and monitor orders via phone, fax, and email for hospital and sales reps.
• Communicate backorders, order status, and product availability.
• Resolve complex issues via root-cause analysis and implement resolutions.
• Prioritize high work volumes across channels.
• Become a SME who can coach and train others.
• Process consignments, conversions, and reconciliations.
• Process customer returns and coordinate with Inventory.
• Complete customer credits following SOX controls.
• Coordinate with Supply Chain Planning for inventory availability.
• Aim to meet and sustain department metrics.

Skills

Customer service

Communication skills

Time management

Problem solving

Teamwork

Education

High School Diploma

Tools

JDE ERP

Salesforce

MS Office

Job description

Edwards Lifesciences, a leader in structural heart innovation, seeks a Senior Representative, Customer Service to support hospital and sales-channel customers from our Irvine, CA campus. You will manage inquiries, orders, and returns, ensuring timely, accurate service aligned with our patient-first mission.

Join a global team that coaches others, analyzes root causes, and collaborates with Supply Chain and Inventory to keep commitments and drive customer satisfaction.