Customer Operations Specialist - Medical Device

As part of the European Operations Team, the Customer Operations Specialist plays a central role in ensuring the smooth execution of commercial sales across the EMEA region. This role supports the full order lifecycle, manages customer inquiries, and helps ensure compliance with HCP reporting requirements.

The position also supports commercial execution through ad-hoc sales and clinical support, and coordination of special requests such as sample shipments in line with internal procedures. The successful candidate will serve as a key link between internal teams, external stakeholders, and logistics partners in a regulated healthcare environment.

This is a full-time role for a limited contract until end of the year; with a possibility for extension. Please note that we will consider only candidates with experience in pharma or medical device logistics.

DUTIES AND RESPONSIBILITIES

Order Management & Customer Support

• Manage customer orders from entry through delivery, ensuring accuracy, timeliness, and a high level of customer satisfaction. Handle both commercial orders and sample shipments in line with sales agreements and internal policies.

• Maintain CRM master data, including delivery addresses, invoicing addresses, and key contact information.

• Coordinate with Sales, Supply Chain, logistics providers, and Finance to ensure product availability and efficient order fulfillment.

• Proactively manage backorders and inventory exceptions. Resolve order- and shipment-related issues promptly and professionally. Oversee return and replacement processes.

• Support the timely conversion of quotations into orders within internal systems.

• Provide ad-hoc operational support to Sales and Clinical teams.

• Coordinate sample shipments, demo devices, and special orders while ensuring compliance with internal procedures and customer requirements.

Training and HCP Support

• Maintain accurate Training records of HCP participants attending training sessions.

• Support HCP transparency reporting requirements, including collection and verification of attendance records, expense details, and other supporting documentation.

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

Customer Care

• Support the Customer Care Team in handling customer inquiries and complaint management in a professional and attentive manner.

• Review and route inbound inquiries received through multiple channels from customers, healthcare professionals, distributors, and other third parties.

• Assist with cross-functional coordination between Customer Care and internal departments such as Quality, Regulatory, and Medical.

• Help facilitate timely resolution of customer-related issues, including escalation support when needed.

• Contribute to a customer-centric culture through responsive, empathetic, and solution-oriented interactions.

• Follow applicable regulations, quality standards, and internal policies and procedures.

• Support documentation and adherence to defined customer care processes.

Environmental Social Governance (ESG) and Sustainability reporting

• Assist with sustainability and ESG reporting preparation

MUST HAVE: Language and Technical Skills

• Fluent in English and French.

• Proficient in Excel and dashboards, or eager to develop advanced proficiency.

• Strong analytical ability to identify performance trends and contribute to continuous improvement.

Professional Competencies

• Communication and interpersonal skills, with the ability to collaborate effectively across Quality, Regulatory, Sales, Medical, and other departments. Excellent verbal and written communication skills.

• Ability to handle customer inquiries professionally.  Problem-solving and adaptability in managing customer inquiries, escalations, and multi-channel support.

• Strong organizational skills and close attention to detail.

• Welcoming and empathetic approach when working with customers, colleagues, and external partners.

• Comfortable working in a fast-paced, project-driven, or start-up environment. Ability to manage multiple priorities under tight deadlines.

• Strong organization and attention to detail to ensure accuracy and timeliness in order processing and customer care activities.

• Alignment with the organization’s values of inclusivity, teamwork, and personal responsibility.

Bonus Qualifications

• Additional EMEA languages such as Spanish,  Italian, or German, are a plus.

• Experience supporting finance and administrative activities such as billing, collections, due diligence, supplier payments, and sustainability reporting.

• Ability to monitor and report on key performance indicators to support continuous improvement in customer care and operations.

• Ability to work effectively in a hybrid environment with remote work and periodic on-site collaboration.