Annecy, Auvergne-Rhône-Alpes, France · Hybrid
As part of the European Operations Team, the Customer Operations Coordinator plays a central role in ensuring the smooth execution of commercial sales across the EMEA region. This role supports the full order lifecycle, …
Skills: Order Processing, Logistics Management, CRM Data Management, Customer Support, HCP Reporting
Annecy, Auvergne-Rhône-Alpes, France • Hybrid
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Manage the full order lifecycle and customer inquiries for medical devices across the EMEA region. Coordinate between sales, supply chain, and logistics while ensuring compliance with HCP reporting and internal quality standards.
Requires 3-5 years of order processing experience specifically within medical device or pharma logistics. Must be fluent in English and French with intermediate to advanced Excel skills.
As part of the European Operations Team, the Customer Operations Coordinator 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.
3-5 years in order processing with logistics background in medical device.
Intermediate 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 organisational 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 organisation and attention to detail to ensure accuracy and timeliness in order processing and customer care activities.
Alignment with the organisation’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.
Maternal Newborn Health Innovations (MNHI) is a mission-driven Public Benefit Corporation focused on enabling a gentle and safe way for obstetricians to assist the birth of newborns during circumstances of prolonged, complicated labour. MNHI is committed to operating in a responsible, ethical and sustainable manner to develop innovation that helps reduce avoidable death, pain and harm to mothers and newborns caused by childbirth-related complications. We are looking for people who are passionate about the MNHI Purpose and embrace the MNHI Values, inclusivity, teamwork, and personal responsibility. Purpose: We innovate to help caregivers throughout the world reduce avoidable pain, harm and mortality to mothers and newborns during childbirth. Vision: We aspire to reach the day when all births are safe, delivery is gentle, newborns are healthy, millions of lives are saved and the miracle of new life is enhanced for everyone. Values: We work for the common good. Our motivation is to save lives. We are committed to health equity. We partner with integrity.
Maternal Newborn Health Innovations (MNHI) is a mission-driven Public Benefit Corporation focused on enabling a gentle and safe way for obstetricians to assist the birth of newborns during circumstances of prolonged, complicated labour. MNHI is committed to operating in a responsible, ethical and sustainable manner to develop innovation that helps reduce avoidable death, pain and harm to mothers and newborns caused by childbirth-related complications. We are looking for people who are passionate about the MNHI Purpose and embrace the MNHI Values, inclusivity, teamwork, and personal responsibility. Purpose: We innovate to help caregivers throughout the world reduce avoidable pain, harm and mortality to mothers and newborns during childbirth. Vision: We aspire to reach the day when all births are safe, delivery is gentle, newborns are healthy, millions of lives are saved and the miracle of new life is enhanced for everyone. Values: We work for the common good. Our motivation is to save lives. We are committed to health equity. We partner with integrity.
