Edwards Lifesciences · 20 hours ago
Senior Rep, Customer Service
USA - California – Irvine
Full-time
Hybrid
Mid, Senior Level
$50K/yr - $68K/yr
4+ years expEdwards Lifesciences is dedicated to providing thoughtful care and meaningful interactions to customers and stakeholders. As a Senior Rep in Customer Service, you will manage customer contacts, resolve issues, and ensure service excellence while supporting the company's mission to prioritize patients in every decision.
BiotechnologyHealth CareMedicalMedical Device
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
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
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
Qualification
Required
H.S. Diploma or equivalent
4 years of related experience
Experience with an ERP software (e.g., JDE)
Preferred
Customer service experience in a call center environment
Customer service experience in medical devices
Experience in a cloud-based case management system, e.g. Salesforce
Experience in product planning (purchasing/inventory – related experience) and/or consignment management
Excellent Customer Service skills with ability to resolve demanding situations
Proficient in MS Office Suite
Excellent written and verbal communication, interpersonal and relationship building skills
Ability to work in a demanding environment
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
Ability to work in a team environment with minimum supervision, this includes inter-departmental and cross-departmental business partners
Demonstrated problem-solving and critical thinking skills
Benefits
Competitive salaries
Performance-based incentives
A wide variety of benefits programs to address the diverse individual needs of our employees and their families
Company
Edwards Lifesciences
Edwards Lifesciences is a provider of science of heart valves and hemodynamic monitoring.
10001+ employees
H1B Sponsorship
Edwards Lifesciences has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (81)
2024 (70)
2023 (42)
2022 (65)
2021 (44)
2020 (28)
Funding
Current Stage
Public CompanyTotal Funding
unknown2000-04-03IPO
Leadership Team
Bernard J. Zovighian
Chief Executive Officer
Harry Rowland
SVP IHFM Innovation (Implantable Heart Failure Management)
Recent News
2026-01-07
Orange County Business Journal
2026-01-04
BioWorld Financial Watch
2025-12-25
Company data provided by crunchbase