Based in Irvine, CA, Edwards Lifesciences is the global leader in patient-focused medical innovations for structural heart disease, as well as critical care and surgical monitoring. Driven by a passion to help patients, we collaborate with the world’s leading clinicians and researchers to address unmet healthcare needs, working to improve patient outcomes and enhance lives. Growing from 17,000 employees to 25,000 by 2025, this is an incredible time to join our organization!
Our representatives will deliver excellent customer service to customers with high expectations! You will support our customers by instilling trust, driving results, and staying patient focused! The ability to change hats and work as a team and independently is essential to success. You are the first point of contact and will own the customer experience from start to finish. Each interaction will require the ability to follow our processes with speed and accuracy.
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Work Schedule: Position is remote, with once a week travel to Irvine for training for the first 60-90 days.Working Hours: 8:00AM - 4:30 PM (PST) / 7:00AM - 3:30PM (PST)
Key Responsibilities:
Manage customer contacts and order detail with razor sharp accuracy in our case management system
Prioritize high work volumes from phones, email, case management, and faxes
Proactively track, resolve, and escalate order or cases in alignment with service excellence standards and attention to detail
Place and monitor orders via phone, fax, and email for hospital and sales rep customers
Own it! Proactively communicate backorders, order status, product availability, and missed deliverables
Resolve complex issues via root cause analysis investigation, proposal of resolution, and resolution implementation with limited intervention
Systematically process and transact consignment conversions & reconciliations
Process customer returns and coordinate with Inventory Teams
Complete customer credits
Become a SME who can coach and train others
Other incidental duties: Coordinate with warehouse personnel regarding changes to shipping time and inventory cycle counts.
Basic Qualifications:
H.S. Diploma required plus minimum of 2 years customer service experience.
Excellent written and verbal communication, interpersonal and relationship building skills
Ability to work in a demanding environment
Excellent Customer Service skills with ability to resolve demanding situations
Ability to build and maintain strong relationships across the organization to influence and achieve objectives
Strong Time Management Skills with ability to prioritize competing objectives
Must be able to work in a team environment with minimum supervision, this includes inter-departmental and cross-departmental business partners
Demonstrates problem-solving and critical thinking skills
Proficient in MS Office Suite
Experience within an ERP software
Preferred Qualifications:
Experience in a medical device call center is STRONGLY preferred
Bachelor’s degree
Salesforce.com experience
Proficient in JDE (ERP Software)
Inventory management
Aligning 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 $44,000 to $59,000 (highly experienced).
The pay for the successful candidate will depend on various factors (e.g., geographic location, qualifications, education, prior experience).
About Edwards Lifesciences
Edwards Lifesciences is the global leader in patient-focused medical innovations for structural heart disease, as well as critical care and surgical monitoring. Driven by a passion to help patients, the company collaborates with the world’s leading clinicians and researchers to address unmet healthcare needs, working to improve patient outcomes and enhance lives. Headquartered in Irvine, California, Edwards Lifesciences has extensive operations in North America, Europe, Japan, Latin America and Asia and currently employs over 13,000 individuals worldwide.
For us, helping patients is not a slogan - it’s our life’s work. From developing devices that replace or repair a diseased heart valve to creating new technologies that monitor vital signs in the critical care setting, we focus on helping patients regain and improve the quality of their life.
COVID Vaccination Requirement
Edwards is committed to complying with the requirements and guidance from our government authorities and to protecting our vulnerable patients and the healthcare providers who are treating them around the world. As such, all Healthcare Interacting positions require COVID-19 vaccination, which includes anyone who directly interfaces with patients and those who interact with healthcare providers as part of their role. If hired, as a condition of employment, you will be required to submit proof that you have been fully 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 countries where it is prohibited by law to impose vaccination. In countries where vaccines are less available, or other requirements exist, we may institute alternate measures that optimize patient safety and healthcare provider safety, which may include regular COVID testing or specific masking requirements.
For United States Applicants Only:
Edwards is an Equal Opportunity/Affirmative Action employer including protected Veterans and individuals with disabilities.
Know your Rights: Workplace Discrimination is Illegal Poster
Disability accommodation for employment applicants
Edwards E-Verify
Family and Medical Leave Act (FMLA)
Employee Polygraph Protection Act (EPPA)
Pay Transparency Notice
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