Logistic & customer business support coordinator H/F

Customer & Partner Management

Would you like to contribute to improving the quality of life of people with hearing loss?

At Oticon/ITSA Medical, we develop, produce, and market bone-anchored hearing systems. At our site in Vallauris (Sophia Antipolis), in the south of France, we specialize in the production of active implantable Class III medical devices and will soon manage the worldwide distribution of the company's full product portfolio. The site also hosts an R&D team and the French sales organization.

As part of a strategic project to transfer the central distribution of Oticon Medical BAHS products from a Demant Group logistics site in Poland to the Oticon/ITSA Medical site in Sophia Antipolis, we are looking for a Logistics & Customer Service Coordinator.

Position overview

The Logistics & Customer Service Coordinator is responsible for managing customer service activities related to Oticon/ITSA Medical's distribution partners. You will act as a key interface between distribution partners, the Supply Chain team, and internal distribution and logistics teams.

You report to the Supply Chain and Production Director.

Key Responsibilities

Customer & Partner Management

• Build and maintain strong, long-term relationships with distributors and subsidiaries through continuous communication.
• Develop strong knowledge of products, processes, and systems to effectively support partners.
• Initiate and contribute to improvement actions and projects aimed at increasing partner satisfaction.
• Support customer complaint handling in coordination with relevant internal teams.

Order & Logistics Management

• Ensure accurate order processing in the ERP system (Business Central):
• Review incoming orders
• Enter orders for non-integrated customers
• Confirm delivery timelines
• Identify product needs and coordinate supply with the Supply Chain team.
• Prepare orders and closely monitor deliveries in collaboration with logistics partners.
• Track and analyze sales results and product returns against objectives.

Billing, Returns & Compliance

• Issue customer invoices and prepare all required shipping documentation (commercial, transport, customs, etc.) for international deliveries.
• Manage product returns in line with the Medical BAHS return policy:
• Identify the appropriate return category
• Issue credit notes and processing fee invoices accordingly
• Ensure compliance with pricing policies, trade rules, and traceability requirements in internal databases.
• Support the resolution of customer disputes.

Performance, Processes & Continuous Improvement

• Develop and maintain KPIs, dashboards, and activity monitoring tools.
• Implement corrective and preventive actions related to service issues and complaints.
• Create, update, and ensure adherence to customer service and logistics procedures.
• Contribute to cross-functional projects and process optimization initiatives, providing expertise in logistics and customer operations.

Profile

• Bachelor's or Master's degree in Business, Logistics, or a related field (Bac+4/5), or equivalent professional experience
• 3–5 years of experience in customer-facing commercial or customer service roles
• Fluent in English (written and spoken); additional languages are a plus
• Good understanding of logistics flows, international trade rules, and business processes (Incoterms, payment methods, etc.)
• Proficient in Microsoft Office (Word, Excel, PowerPoint) and ERP systems, ideally Business Central
• Rigorous, well-organized, and able to manage priorities effectively
• Strong customer service mindset, team spirit, and ability to work cross-functionally
• Comfortable working in project mode and contributing to continuous improvement initiatives

Working conditions

• 39 hours per week
• Flexible working hours
• Occasional remote work possible
• Employment type: Permanent contract

Job Types: Full-time, Permanent

Pay: 30,000.00€ - 40,000.00€ per year

Work Location: In person