Edwards Lifesciences Senior Supervisor, Customer Service in Irvine, California
As the Sr. Customer Service Supervisor, you will supervise and oversee the daily operations of the customer service team to address customer needs related to Edwards Lifesciences’ products. The Sr. Customer Service Supervisor will service as a liaison between the leadership team, BU’s sales operations teams, customer service and other internal departments. The Sr. Customer Service Supervisor will report to the Sr. Manager, Customer Service.
Lead, direct, and evaluate the daily operations of staff; plan, prioritize and delegate tasks to ensure operational efficiencies and compliance with policies as well as relevant regulations and laws (e.g. SOX).
Identify and assess customer service needs (e.g., gathering data, conducting surveys, identifying trends, streamline processes etc.) while maintaining contact with internal and external key stakeholders.
Research trends and tools and identify gaps in current processes to provide process improvement solutions.
Develop and deliver customer service training for new product launches, pricing changes, customer communication, FCA's.
Lead continuous improvement initiatives with responsibility of all project outcomes within customer service including researching new technologies.
Identify trends while performing analysis, and provide insights to stakeholders for process and communication improvement (e.g., automated tracking information, pricing, FCAs, reports.
Collaborate with BU’s to provide customer feedback and support customer communication plans for price increases, product launches and other activities that impact customers and customer service.
Other duties as assigned
Bachelors' degree and in-depth technical knowledge and experience in assigned work area, and substantial experience in customer facing and call center environment.
At least 5 years of previous related experience with full responsibility for all personnel including hire/fire authority and handling of relevant aspects of employee relations
Experience leading and fostering multi-cultural teams with cultural sensitivity
Proven project management expertise
Proven expertise in both Microsoft Office Suite and Enterprise Resource Planning (ERP) system, preferably JDE
Master’s degree with 3 years of experience, preferred
Experience working in a medical device industry, 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 15,000 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.