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.

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 expectations

What 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):

Excellent Customer Service skills with ability to resolve demanding situationsExperience in a cloud-based case management system, e.g. Salesforce.comBachelor’s degreeProficient 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 skills

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.

For California, the base pay range for this position is $49,000 to $66,000 (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.

COVID Vaccination Requirement

Edwards 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.