Senior Customer Service Representative

Edwards Lifesciences Gruppe; Irvine (CA); Hybrid; USD 51,000 - 69,000; Full time

Benefits offered by this job

Competitive salaries

Performance-based incentives

Benefits programs

Job summary

Edwards Lifesciences Senior Representative, Customer Service is based in Irvine, CA, with onsite or hybrid options. The role focuses on managing customer contacts, order details, and case documentation with precision while collaborating across the organization to support patient outcomes.

Responsibilities include using case management to track orders, communicating backorder statuses, and escalating issues to maintain service excellence. Strong communication and problem-solving are essential.

Qualifications

• HS Diploma or equivalent.
• 4 years of related experience.
• Experience with ERP software (JDE).
• Familiar with Salesforce.

Responsibilities

• Use case management system to manage customer contacts and order details with accuracy.
• Proactively track, resolve, and escalate orders or cases per service standards.
• Place and monitor orders via phone, fax, and email for hospital and sales rep customers.
• Resolve complex issues via root cause analysis and implement resolutions.

Skills

Customer service

Communication skills

Time management

Team collaboration

Education

High School Diploma

Tools

JDE

Salesforce

MS Office

Job description

Imagine how your ideas and expertise in customer service can change a patient’s life. At Edwards Lifesciences, our customer service teams are dedicated to providing thoughtful care and meaningful interactions to customers and stakeholders. As a member of this team, you’ll work cross-functionally across our organization to ensure our customers receive the support they need and feel connected to our mission of putting patients at the heart of every decision.Innovation starts from the heart. Edwards Lifesciences is the leading global structural heart innovation company, driven by a passion to improve patient lives. With millions of patients served in over 100 countries, each team makes a meaningful contribution by improving patient outcomes and discovering lasting solutions for unmet patient needs. Our Senior Representative, Customer Service position is a unique career opportunity that could be your next step towards an exciting future.This role can be an onsite or hybrid role based at the Irvine, California corporate headquarters.The standard business hours are 8:00 a.m. – 4:30 p.m. PST.How you will make an impact:Use of case management system to manage customer contacts and order detail with razor sharp accuracyProactively track, resolve, and escalate order or cases in alignment with service excellence standardsPlace and monitor orders via phone, fax, and email for hospital and sales rep customersProactively communicate backorders, order status, product availability, and missed deliverablesResolve complex issues via root cause analysis investigation, proposal of resolution, and resolution implementation with limited interventionPrioritize high work volumes from phones, email, case management, and faxesBecome a SME (Subject Matter Experts) who can coach and train othersSystematically process and transact consignment conversions & reconciliationsProcess customer returns and coordinate with Inventory Teams to ensure product is receivedComplete customer credits following documentation guidelines under SOX key controlsCommunicate regularly with Supply Chain Planning for inventory availabilityPerform at a level to meet and sustain department metrics and expectationsWhat you’ll need (Required):H.S. Diploma or equivalent4 years of related experienceExperience with an ERP software (e.g., JDE)What else we look for (Preferred):Customer service experience in a call center environmentCustomer service experience in medical devicesExperience in a cloud-based case management system, e.g. SalesforceExperience in product planning (purchasing/inventory – related experience) and/or consignment managementExcellent Customer Service skills with ability to resolve demanding situationsProficient in MS Office SuiteExcellent written and verbal communication, interpersonal and relationship building skillsAbility to work in a demanding environmentAbility to build and maintain strong relationships across the organization to influence and achieve objectivesStrong Time Management Skills with ability to prioritize competing objectivesAbility to work in a team environment with minimum supervision, this includes inter-departmental and cross-departmental business partnersDemonstrated problem-solving and critical thinking skillsAligning 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.The base pay range for this position is $51,000 to $69,000 (highly experienced).The pay for the successful candidate will depend on various factors (e.g., qualifications, education, prior experience). Applications will be accepted while this position is posted on our Careers website.Edwards is an Equal Opportunity/Affirmative Action employer including protected Veterans and individuals with disabilities.