Senior Customer Experience & Order Ops Leader

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

Job summary

Edwards Lifesciences is seeking a hands-on Customer Service Supervisor for our Irvine, CA site. You will lead a frontline team, manage order entry, and optimize processes to support hospital customers and the field sales organization.

You will drive cross-functional collaboration, ensure policy adherence, and address escalations with a focus on accuracy and customer satisfaction. California base pay reflected in posted range.

Qualifications

• Bachelor's degree required with in-depth technical knowledge and customer-facing experience.
• At least 4 years’ experience with full personnel responsibility and employee relations.
• Experience leading multi-cultural teams and fostering inclusion.
• Proven project management expertise within a regulated environment.

Responsibilities

• Serve as subject matter expert on order systems and cross-functional processes.
• Hire, train, and supervise front-level customer service staff.
• Ensure adherence to policies and accurate, timely order processing and invoicing.
• Investigate errors in shipping, billing, and order entry; implement corrective actions.
• Maintain trunk stock reconciliation and related SOPs.
• Partner with Operations, Marketing, Shipping to ensure stock availability and customer satisfaction.
• Develop and report customer service metrics to leadership.
• Document and manage customer complaints and escalations.
• Build strong internal and external relationships to meet expectations.
• Set annual team and individual goals; provide ongoing coaching.

Skills

Leadership

Project management

Cross-cultural teamwork

Communication

Education

Bachelor's degree

Tools

Microsoft Office Suite

ERP (JDE)

Job description

Edwards Lifesciences is seeking a hands-on Customer Service Supervisor for our Irvine, CA site. You will lead a frontline team, manage order entry, and optimize processes to support hospital customers and the field sales organization.

You will drive cross-functional collaboration, ensure policy adherence, and address escalations with a focus on accuracy and customer satisfaction. California base pay reflected in posted range.