Edwards Lifesciences Senior Customer Service Representative in Irvine, California
Provides customer service support to customers utilizing effective relationship management skills.
Place and monitor orders (e.g, returns, billing adjustments, recalls, assignments) for external and internal customers (e.g, Sales Representatives, Marketing, BRC) and communicate as needed to ensure high customer satisfaction.
Resolve all complex customer service activities including investigating and performing root cause analysis, proposing and implementing solutions, under limited supervision.
Process customer returns and monitor to ensure the product is received.
Complete all documents for customer credits for SOX key controls.
Correspond with Supply Chain Planning on inventory availability and notify Customer and Sales Representatives.
Provide coaching and job training to lower level employees.
Other incidental duties: Coordinate with warehouse personnel regarding changes to shipping time and inventory cycle counts.
H.S. Diploma is required.
4 years of customer service experience and experience with an ERP software (e.g. JDE) are required.
Proven expertise including usage of MS Office Suite.
Excellent written and verbal communication, interpersonal, and relationship building skills, with focus on negotiating and persuasion.
Ability to work in a fast paced environment.
Demonstrated problem-solving and critical thinking skills.
Full knowledge and understanding of Edwards policies and procedures.
Strong knowledge on Edwards products and customers.
Advanced computer knowledge in ERP application (e.g JDE).
Ability to manage confidential information with discretion.
Excellent customer service skills with ability to negotiate and resolve difficult situations.
Excellent problem-solving skills.
Ability to build and maintain strong relationships across the organization to influence and achieve objectives.
Ability to prioritize competing objectives in a fast paced environment.
Strict attention to detail.
- Bachelor’s degree is highly preferred.
Edwards is an Equal Opportunity/Affirmative Action employer including protected Veterans and individuals with disabilities.
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.