Customer Care Representative - Medical Device

As part of the European Operations Team, the Customer Care Representative is a new role that will play a central role in ensuring the smooth execution of sales operations and customer care across the EMEA region. This position supports the end-to-end order lifecycle, oversees customer and HCP interactions, and coordinates compliance with HCP reporting requirements. Acting as a vital link between internal teams, external stakeholders, and logistics partners, the role demands strong organisational skills, multilingual communication, and a high level of operational rigour within a regulated healthcare environment.

This is a remote opportunity with in-person days in Grenoble, France, every other month. You will report to the Customer Care Manager, who is based in Europe.

DUTIES AND RESPONSIBILITIES

Customer Order Management

• Manage customer orders from entry to delivery, ensuring accuracy, timeliness, and a high level of customer satisfaction; this includes both commercial orders and sample shipments, in compliance with sales agreements and internal policies.

• Maintain and update order-related SOPs and documentation, contributing to continuous process improvement.

• Maintain customer relationship management (CRM) master data, including delivery and invoicing addresses and key contact management.

• Coordinate closely with sales, supply chain, 3PL providers, and finance teams to ensure product availability and efficient fulfilment. Proactively manage backorders and inventory exceptions as needed.

• Address order- and shipment-related issues in a timely and professional manner; oversee return and replacement processes.

• Monitor and support internal dashboards and performance reports to track order volume, delivery timelines, and key customer service indicators (KPIs).

Training and HCP Support

• Maintain accurate records of HCP participants (e.g., doctors, nurses) attending training sessions

• Support compliance with HCP reporting requirements (e.g., Transparence Santé)

• Collect and verify relevant documentation for reporting purposes (e.g., attendance sheets, expense details)

• Liaise with internal teams to ensure timely submission of HCP disclosures

Customer care & Internal Support

• Deliver exceptional customer service by handling inquiries and the complaint management process in a highly attentive and professional manner. Act as a first point of contact for appropriately reviewing, routing and/or resolving inbound inquiries (from various channels) in support of customers, healthcare professionals, distributors and other third parties.

• Promote and foster a customer-centric culture throughout the organisation, ensuring responsiveness and empathy in all interactions.

• Act as liaison between internal departments (Quality, Regulatory, Medical) to facilitate effective communication and timely resolution of issues; manage escalations, when necessary.

• Ensure full compliance with applicable regulations, quality standards, and MNHI internal policies and procedures.

• Monitor service level agreements to ensure they are met.

MUST HAVE:  

• Medical Device or Healthcare Industry: Experience in or knowledge of the healthcare or medical device sector is highly desirable, particularly in understanding compliance with industry regulations and standards. 

• Language Proficiency: Fluent in English + two additional languages (Italian, Spanish, Arabic, French, German).

• Order Management: Experience in order processing and administrative coordination within a regulated sector (preferably medical device or healthcare). 

• Customer Service & Care: Proven experience in a customer-facing role, managing inquiries, complaints, and fostering a customer-centric approach across multiple countries.  

• Communication & Interpersonal Skills: Excellent verbal and written communication skills, with the ability to collaborate effectively with multiple departments (e.g., Quality, Regulatory, Sales, Medical) and handle customer inquiries professionally. 

• Problem-Solving & Adaptability: Skilled in handling customer inquiries and escalations, and comfortable managing various channels for customer support. 

• Detail-Oriented & Organized: Able to manage multiple tasks simultaneously, ensuring accuracy and timeliness in order processing and customer care activities. 

• HCP & Training coordination: Exposure to compliance processes such as HCP reporting, customer due diligence and experienced with event coordination

NICE TO HAVE:  

• QMS : Capable of contributing to process improvement initiatives or maintaining a QMS Documentation

• Logistics & 3PL Coordination: has prior experience working with third-party logistics (3PL) and the ability to manage product availability, coordinate deliveries, and resolve order or shipment issues. 

• Proficiency with Excel or curious and ready to upgrade your knowledge to an advanced level  

• Regulatory Compliance Awareness: Knowledge of regulatory and compliance requirements related to healthcare or medical devices, and the ability to adhere to MNHI’s policies and procedures. 

BONUS POINTS IF YOU HAVE:  

• Finance & Administrative Support: Experience in supporting finance-related tasks such as billing, collection, due diligence, and supplier payments, as well as sustainability reporting. 

• Analytical Abilities: Ability to monitor and report on key performance indicators (KPIs) for continuous improvement in customer care and operational processes. 

• Any additional language relevant to EMEA regions is an asset. 

• Work Environment: Ability to work in a hybrid setup, including remote work and periodic on-site collaboration days.