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. 

How you will make an impact: 

• 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 and notify all relevant parties; escalate as appropriate. 

• Maintain appropriate level of confidentiality to customers or company matters. 

• Actively promote and support the Quality Management System, Quality Objectives, and Quality Policy. 

• Assure that you and functional subordinates (if applicable) are trained on all applicable procedures and processes according to Good Manufacturing Practices, applicable FDA and Regulatory requirements. 

• Perform job functions in a safe and effective manner. 

What you will need (Required): 

• Bachelor's Degree in-depth technical knowledge and experience in assigned work area, and substantial experience in customer facing environment, with skill levels exceeding the requirements of the Supervisor II or equivalent work experience based on Edwards criteria required 

• At least 4 years’ experience with full responsibility for all personnel including hire/fire authority and handling of relevant aspects of employee relations or equivalent work experience based on Edwards criteria 

• Experience leading and fostering multi-cultural teams with cultural sensitivity or equivalent work experience based on Edwards criteria 

• Proven project management expertise or equivalent work experience based on Edwards criteria 
  

What else we look for (Preferred): 

• Experience working in a medical device industry or equivalent work experience based on Edwards criteria preferred 

• Proven expertise in Microsoft Office Suite with working knowledge of Enterprise Resource Planning (ERP) system, preferably JDE 

• Excellent communication and interpersonal relationship skills; possessing strong collaboration skills in partnering with cross functional stakeholders in order to achieve objectives, as well as mediating differences to achieve consensus 

• Strong knowledge and understanding of Edwards policies and procedures as it relates to customer service 

• Strong knowledge on Edwards products and customers 

• Strong ability to supervise/lead employees 

• Ability to work effectively in a cross-functional team environment 

• 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 

• Ability to interact professionally with internal customers and cross functional teams 

• Ability to work in a fast paced dynamic, and constantly changing work environment 

• 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 
  

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 (CA), the base pay range for this position is $81,000 to $116,000 (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.