Sr Rep, Customer Service

TEKsystems•Irvine, CA

7d•$20 - $25•Hybrid

About The Position

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.

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

Nice To Haves

Bachelor’s degree is preferred (BA/BS degree is necessary to promote within Edwards)
Salesforce experience or CRM experience
Proficient in JDE (ERP Software)

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