Senior Representative, Customer Service-- Critical Care

For over 50 years, the Critical Care business within Edwards has operated at the intersection of groundbreaking medical innovation and improved patient care. Put simply, we exist because we’re committed to creating a world where every patient who should be monitored will be monitored with smart technology.

If you're eager to contribute your expertise and commitment to Critical Care’s mission, we invite you to explore these career opportunities. Those who join us or continue their current journey within Critical Care will play their own part in improving the quality of care and outcomes for millions of patients around the world.  

Appendix:  

On June 3, 2024, Edwards announced that it had entered into a definitive agreement to sell its Critical Care product group to BD (Becton, Dickinson and Company) (NYSE: BDX).  It remains business as usual at Edwards until the transaction closes.  More information on Edwards’ announcement about the acquisition can be found here: http://www.edwards.com/newsroom/news/2024-06-03-edwards-lifesciences-to-sell-critical-care-to-bd

Provides customer service support to customers utilizing effective relationship management skills.

How You Will Make an Impact:
• Place and monitor orders (e.g, returns, billing adjustments, recalls, assignments) for external and internal customers (e.g, Sales Representatives, Marketing, BRC) and communicate as needed to ensure high customer satisfaction
• Determine approach to process and transact consignment conversions and reconciliations. Perform basic data analysis and generate reports for Sales organizations, customers and consignment teams
• Resolve all complex customer service activities including investigating and performing root cause analysis, proposing and implementing solutions, under limited supervision
• Process customer returns and monitor to ensure the product is received
• Complete all documents for customer credits for SOX key controls
• Correspond with Supply Chain Planning on inventory availability and notify Customer and Sales Representatives
• Provide coaching and job training to lower level employees
• Other incidental duties: Coordinate with warehouse personnel regarding changes to shipping time and inventory cycle counts

What You'll Need (Required):
H.S. Diploma or equivalent and 4 years experience previous related experience,
experience with an ERP software (e.g JDE)

What Else We Look For (Preferred):
• Proven expertise including usage of MS Office Suite
• Excellent written and verbal communication, interpersonal, and relationship building skills, with focus on negotiating and persuasion
• Ability to work in a fast paced environment
• Demonstrated problem-solving and critical thinking skills
• Full knowledge and understanding of Critical Care policies and procedures
• Strong knowledge on Critical Care products and customers
• Advanced computer knowledge in ERP application (e.g JDE)
• Ability to manage confidential information with discretion
• Excellent customer service skills with ability to negotiate and resolve difficult situations
• Excellent problem-solving skills
• Ability to build and maintain strong relationships across the organization to influence and achieve objectives
• Ability to prioritize competing objectives in a fast paced environment
• Strict attention to detail
• Must be able to work in a team environment and with minimum supervision, including inter-departmental teams and with other departments
• Adhere to all company rules and requirements (e.g., pandemic protocols, Environmental Health & Safety rules) and take adequate control measures in preventing injuries to themselves and others as well as to the protection of environment and prevention of pollution under their span of influence/control

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.   

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.

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., geographic location, qualifications, education, prior experience). Applications will be accepted while this position is posted on our Careers website.