Senior Supervisor, Customer Experience & Order Management - IHFM

Imagine how your ideas and expertise can change a patient’s life. At Edwards Lifesciences, our customer service teams are dedicated to providing thoughtful care and meaningful interactions to patients and stakeholders. As a member of this team, you’ll work cross-functionally across our organization to ensure our patients receive the support they need and feel connected to our mission of putting patients at the heart of every decision.

Many structural heart patients suffer from heart failure with limited options. Our Implantable Heart Failure Management (IHFM) team is at the forefront of addressing these unmet patient needs through pioneering technology that enables early, targeted therapeutic intervention. Our innovative solutions are not just transforming patient care but also creating a unique and exciting environment for our team members. It’s our driving force to help patients live longer and healthier lives.

Join us and be part of our inspiring journey.

This position provides order management and front-line leadership to our hospital customers and our field sales organization. This person will propose, promote, and implement scalable support solutions which allow the function to grow with the organization. In times of high demand, this person will fill in as additional front-line support taking customer orders and addressing concerns. This position will be onsite full-time our Irvine, California location.

• Subject matter expert on company order systems and processes and able to work cross functionally building out processes and procedures.
• Will hire, train, and supervise front-level customer service team members.
• Assure that customer service team members are following company policies and procedures to accurately and timely process order entry transactions.
• Investigate errors or issues in the customer service process, including shipping, receiving, billing, etc., to determine root cause and recommend corrective action as needed.
• Responsible for maintaining field trunk stock reconciliation and the SOP related to trunk stock.
• Partner with cross-functional peers in Operations, Marketing, Shipping, etc., to assure stock availability, timely distribution, and customer satisfaction.
• Conduct periodic audits of departmental activities to assure compliance with business processes and workflows; make appropriate corrections based on findings.
• Develop and maintain customer service metrics to be provided to Sales or other organizational leadership on a regular and/or ad hoc basis.
• Document and manage customer complaints as appropriate.
• Develop and manage relationships with internal and external partners and customers to ensure that expectations are being met.
• Develop annual team and individual goals; track progress throughout the year and provide feedback to team and management as appropriate.
• Provide training, direction, developmental and performance feedback to customer service team members on an ongoing basis.
• Assure that customer data is validated at time of order for pricing, terms, exception, or any special shipping requirements; order processed from entry through shipment and invoicing.
• Assist the sales team with account inquiries and problems involving carrier concerns, product availability, pricing, and billing.
• Successfully resolve escalated customer issues with professionalism and a genuine desire to promote customer advocacy and exceed customer expectations.
• Assure that product returns are handled in adherence with regulatory and documentation requirements.
• Work with Operations and Shipping teams to assure that orders are being shipped timely and accurately, and partner in identifying areas where processes can be improved.
• Respond to all customer complaints immediately…