Sr Rep, Customer Service

Role : Sr Rep, Customer Service

Location : Irvine, CA - 92606

Duration : 09 Months

About you You are driven to make a difference!

We are looking for initiative-taking, purpose driven, creative problem solvers and active listeners who can think on their own feet and take charge! You have a team player mindset with influential communication skills that are transferrable via phone, email, or video. Serving others with accountability and commitment to excellence is your personal mantra!

Job Description

Our Senior Representatives will deliver excellent customer service to customers with elevated 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. Edwards Lifesciences is a performance-based organization that rewards diligent workers.

This position includes but is not limited to the following :

Responsibilities :

Use of case management system to manage customer contacts and order detail with razor sharp accuracy

Proactively track, resolve, and escalate order or cases in alignment with service excellence standards

Place and monitor orders via phone, fax, and email for hospital and sales rep customers

Orders translate to new orders, Returns, Billing, Inventory adjustments, reconciliations, and FCAs / Recalls.

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

Prioritize high work volumes from phones, email, case management, and faxes

Become a SME (Subject Matter Experts) who can coach and train others

Systematically process and transact consignment conversions & reconciliations

Perform basic data analysis and generate reports for Sales, Customers, and Consignment Team

Process customer returns and coordinate with Inventory Teams to ensure product is received

Complete customer credits following documentation guidelines under SOX key controls

Communicate regularly with Supply Chain Planning for inventory availability

Perform at a level to meet and sustain department metrics and expectations

Basic Requirements :

H.S. Diploma is required

Minimum of 4 years Customer Service Experience

Excellent written and verbal communication, interpersonal and relationship building skills with focus on negotiating and persuasion

Ability to work in a demanding environment

Excellent Customer Service skills with ability to negotiate and 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

Ability to manage confidential information with discretion

Strict attention to detail

Preferred Qualifications :

Bachelor's degree is preferred (BA / BS degree is necessary to promote within Edwards)

Salesforce experience or CRM experience

Proficient in JDE (ERP Software)

Please review the details below before sourcing. This position has two openings to fill. This is a call center; we are looking for candidates with call center experience. Preferably with CRM or other case management experience. They must be from a previous setting that supported up to 30 calls per day, and 30 to 40 emails. Salesforce and ERP is VERY nice to have, but soft skills, and white glove call center experience is the most important! Look for competing companies like Medtronic, Amgen, etc!

We have had a lot of issues with quality on this request (no shows, not in professional attire on interviews, no research completed on the company, etc). The move to Sr is to increase the bill rate and provide a more polished profile moving forward. Candidates must be articulate and have strong recent CSR experience. There will be a high level of scrutiny for this role, and candidates not up to par will be noted.

What does your group do?

• Place and monitor orders (e.g, returns, billing adjustments, assignments) for external and internal customers (External Customers are hospitals, typically in Materials Management and Purchasing. Internal Customers is our Sales
• Organization, and various other key stakeholders such as contacts in Inventory Management, Supply Chain, R / D etc.) and communicate as needed to ensure high customer satisfaction
• Resolve basic customer service activities including investigating and performing root cause analysis under direction and supervision
• Process administrative returns and monitor to ensure the product is received in the returns warehouse
• Correspond with Supply Chain Planning on inventory availability and notify Customer and Sales Representatives.
• Complete all documents for customer credits for SOX key controls

Does your team use any specific technology / software you want us to look out for?

What will a typical workday look like?

What will the work schedule be? Can any overtime be expected? Full-time position; with occasional overtime (up to but not exceeding 10 hours)

Will there be any travel involved?

No

Will you consider remote work? If yes, will they need to be in a specific time zone? Yes, they must be able to support 8 : 00 am PT to 5 : 00 pm PT. Candidates MUST be from a PT location or local.

What are your top 3 required technical skills? Must haves?

Verbal and written communication skills, attention to detail, customer service skills and interpersonal skills

Ability to work independently and manage one's time

Ability to accurately document and record customer / client information

Key attributes of successful CSR :

Excellent Customer service skills

Clear communication

Ability to resolve issues or escalate

Detail oriented

Root cause analysis

Critical Thinking

Managing ambiguity

Nimble learning

Teamwork

Currently flex with some onsite

Multi-Tasking