Operations and Customer Care Coordinator
il y a 3 semaines
The Operations and Customer Care Coordinator will play a pivotal role in establishing the European sales operations and customer care process and procedures for Maternal Newborn Health Innovations, Pbc. This individual will be responsible for the comprehensive management of order processing and regional supply chain and operations in coordination with our 3PL logistic provider, ensuring utmost efficiency and customer satisfaction.
Key Responsibilities- Manage customer orders from creation to tracking and delivery, ensuring accuracy, timeliness, and customer satisfaction.
- Support the creation of processes and procedures and continue to identify opportunities for improvements.
- Maintain customer relationship management (CRM) master data, including delivery and invoicing addresses and key contact management.
- Coordinate with sales, supply chain, 3rd party logistics partner, and finance to ensure product availability and efficient order fulfillment.
- Address issues related to orders and shipments; oversee the returns process in a timely and professional manner.
- Support the creation of an end-to-end customer care function, including developing comprehensive procedures and workflows to ensure proper handling and a great customer experience.
- Deliver exceptional customer service by handling the queries and complaint management process in a highly attentive and professional manner.
- Foster a customer-centric culture within the company.
- Create and manage the Frequently Asked Questions (FAQ) to support the effectiveness and timeliness of inquiries.
- Coordinate between MNHI relevant departments (Quality, Regulatory, Medical) to ensure seamless communication and resolution of issues.
- Monitor service level agreements to ensure they are met.
- Prior experience in a regulated environment with a general knowledge of regulatory requirements (quality standards, customer needs, GDPR) in the medical device or pharmaceutical industry.
- Trilingual: English, French, and Italian fluent.
- Experience supporting sales operations and customer care across multiple processes, including order handling, customer service, and other sales support functions.
- Proficiency in order management systems and CRM software (e.g., Salesforce).
- Experience in evaluating and establishing new processes, including detailed policies and procedures, in sales-related operations functions.
- An international small team dedicated to bringing safer births for mothers and newborns.
- A hybrid role in a start-up where you can have an impact by supporting the implementation of our Supply Chain in Europe.
- Salary between 35-50k€; or 55-70k€ if you have team management experience.
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