divh2Customer Service Representative/h2pImagine how your ideas and expertise in customer service can change a patients 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, youll 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./ppThis role can be an onsite or hybrid role based at the Irvine, California corporate headquarters. The standard business hours are 6:30 a.m.
3:00 p.m. PST./ppHow you will make an impact:/pulliUse of case management system to manage customer contacts and order detail with razor sharp accuracy/liliProactively track, resolve, and escalate order or cases in alignment with service excellence standards/liliPlace and monitor orders via phone, fax, and email for hospital and sales rep customers/liliProactively communicate backorders, order status, product availability, and missed deliverables/liliResolve complex issues via root cause analysis investigation, proposal of resolution, and resolution implementation with limited intervention/liliPrioritize high work volumes from phones, email, case management, and faxes/liliBecome a SME (Subject Matter Experts) who can coach and train others/liliSystematically process and transact consignment conversions
reconciliations/liliProcess customer returns and coordinate with Inventory Teams to ensure product is received/liliComplete customer credits following documentation guidelines under SOX key controls/liliCommunicate regularly with Supply Chain Planning for inventory availability/liliPerform at a level to meet and sustain department metrics and expectations/li/ulpWhat youll need (Required):/pulliH.S. Diploma or equivalent/lili4 years of related experience/liliExperience with an ERP software (e.g., JDE)/li/ulpWhat else we look for (Preferred):/pulliCustomer service experience in a call center environment/liliCustomer service experience in medical devices/liliExperience in a cloud-based case management system, e.g. Salesforce/liliExperience in product planning (purchasing/inventory
related experience) and/or consignment management/liliExcellent Customer Service skills with ability to resolve demanding situations/liliProficient in MS Office Suite/liliExcellent written and verbal communication, interpersonal and relationship building skills/liliAbility to work in a demanding environment/liliAbility to build and maintain strong relationships across the organization to influence and achieve objectives/liliStrong Time Management Skills with ability to prioritize competing objectives/liliAbility to work in a team environment with minimum supervision, this includes inter-departmental and cross-departmental business partners/liliDemonstrated problem-solving and critical thinking skills/li/ulpAligning 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./ppThe base pay range for this position is $50,000 to $68,000 (highly experienced)./ppThe 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./ppEdwards is an Equal Opportunity/Affirmative Action employer including protected Veterans and individuals with disabilities./ppCOVID Vaccination Requirement/ppEdwards is committed to protecting our vulnerable patients and the healthcare providers who are treating them. As such, all patient-facing and in-hospital positions require COVID-19 vaccination. If hired into a covered role, as a condition of employment, you will be required to submit proof that you have been vaccinated for COVID-19, unless you request and are granted a medical or religious accommodation for exemption from the vaccination requirement. This vaccination requirement does not apply in locations where it is prohibited by law to impose vaccination./p/div
3:00 p.m. PST./ppHow you will make an impact:/pulliUse of case management system to manage customer contacts and order detail with razor sharp accuracy/liliProactively track, resolve, and escalate order or cases in alignment with service excellence standards/liliPlace and monitor orders via phone, fax, and email for hospital and sales rep customers/liliProactively communicate backorders, order status, product availability, and missed deliverables/liliResolve complex issues via root cause analysis investigation, proposal of resolution, and resolution implementation with limited intervention/liliPrioritize high work volumes from phones, email, case management, and faxes/liliBecome a SME (Subject Matter Experts) who can coach and train others/liliSystematically process and transact consignment conversions
reconciliations/liliProcess customer returns and coordinate with Inventory Teams to ensure product is received/liliComplete customer credits following documentation guidelines under SOX key controls/liliCommunicate regularly with Supply Chain Planning for inventory availability/liliPerform at a level to meet and sustain department metrics and expectations/li/ulpWhat youll need (Required):/pulliH.S. Diploma or equivalent/lili4 years of related experience/liliExperience with an ERP software (e.g., JDE)/li/ulpWhat else we look for (Preferred):/pulliCustomer service experience in a call center environment/liliCustomer service experience in medical devices/liliExperience in a cloud-based case management system, e.g. Salesforce/liliExperience in product planning (purchasing/inventory
related experience) and/or consignment management/liliExcellent Customer Service skills with ability to resolve demanding situations/liliProficient in MS Office Suite/liliExcellent written and verbal communication, interpersonal and relationship building skills/liliAbility to work in a demanding environment/liliAbility to build and maintain strong relationships across the organization to influence and achieve objectives/liliStrong Time Management Skills with ability to prioritize competing objectives/liliAbility to work in a team environment with minimum supervision, this includes inter-departmental and cross-departmental business partners/liliDemonstrated problem-solving and critical thinking skills/li/ulpAligning 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./ppThe base pay range for this position is $50,000 to $68,000 (highly experienced)./ppThe 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./ppEdwards is an Equal Opportunity/Affirmative Action employer including protected Veterans and individuals with disabilities./ppCOVID Vaccination Requirement/ppEdwards is committed to protecting our vulnerable patients and the healthcare providers who are treating them. As such, all patient-facing and in-hospital positions require COVID-19 vaccination. If hired into a covered role, as a condition of employment, you will be required to submit proof that you have been vaccinated for COVID-19, unless you request and are granted a medical or religious accommodation for exemption from the vaccination requirement. This vaccination requirement does not apply in locations where it is prohibited by law to impose vaccination./p/div