Key Skills

Job Description

Introduction OrbusNeich is a global medical device company specializing in the development, manufacturing, and commercialization of innovative cardiovascular solutions. With a strong focus on interventional cardiology, the company is dedicated to advancing patient care through cutting-edge technologies, high-quality products, and continuous innovation. Operating across international markets, OrbusNeich combines scientific expertise with a commitment to excellence, delivering medical solutions that improve outcomes for patients worldwide. Role Purpose We are redefining the role of Customer Relations, moving from administrative support to proactive relationship management. The Customer Relations Coordinator is responsible for being the "voice of the customer" and the primary liaison between our Sales team and our external partners. You will focus on commercial agility and proactive communication, problem-solving, and driving service excellence. Key Responsibilities Relationship Management: Act as the dedicated point of contact for external customers (distributors), the EMEA Sales team, and internal stakeholders, ensuring a seamless flow of information. Proactive Communication: Anticipate customer needs by providing regular updates on order status, potential delays and solution-oriented alternatives. Issue Ownership: Take full ownership of customer inquiries or complaints from the first contact until the resolution is confirmed. Own and resolve complex customer inquiries or complaints. Coordinate with back-office teams (order entry team in Malaysia and logistics team in BV) to ensure swift resolution. Sales Partnership: Work closely with Sales Team to understand their priorities, assisting in the execution of client-specific strategies. For Consignment hospitals, proactively check consignment stock, monitor cycle count schedule and track result. Identify root cause and drive for improvement. Back Order Follow-up: Acts as the primary point of contact for customers, responsible for proactively communicating with customers about the status of their back orders regularly, providing estimated delivery dates and addressing any questions or concerns. Process Optimization: Identify bottlenecks in the customer journey and suggest improvements to enhance the overall service experience. KPI Monitoring: Focus on "Time to Respond" and "Customer Satisfaction" rather than volume of orders processed. Drive and Advocate Automation: Ability to champion new software tools (ERP, WMS, etc). Requirements & Competencies MBO or HBO level education, with relevant work experience considered an advantage. Professional fluency in English is essential. French and other languages will be an advantage. High emotional intelligence with the ability to manage expectations confidently, professionally, and diplomatically. A proactive individual who seeks out new ways to contribute and create value beyond traditional operational tasks. Experience with ERP systems to monitor data without needing to enter it manually. 3+ years in a frontline, client-facing role in a fast-paced environment. A highly communicative and motivated professional who thrives on building relationships, taking initiative, and making a meaningful impact. Comfortable working in a changing environment and embracing new technologies, automation, and continuous improvement initiatives. What We Offer Competitive salary based on experience and level. Annual discretionary bonus. Holiday allowance. Company pension scheme. Travel allowance. 27 vacation days per year, 1 additional vacation day during your birthday month and opportunity to earn 2 additional vacation days through our attendance program. Ongoing training and professional development opportunities. An international, innovative, and growing medical device environment. The opportunity to contribute to products that improve patients' lives worldwide. Why Join OrbusNeich? Join a global medical device company where your work directly impacts customer satisfaction and business success. In this role, you'll have the opportunity to build strong customer relationships, collaborate with international teams, drive service excellence, and play an active role in shaping the future of Customer Relations as we continue to evolve and innovate.

Core Responsibilities

The Customer Relations Coordinator acts as the primary liaison between the sales team and external partners to ensure seamless information flow and service excellence. They are responsible for proactive relationship management, resolving complex customer inquiries, and monitoring consignment stock and back orders.

Requirements

Candidates must have MBO or HBO level education and at least 3 years of experience in a frontline, client-facing role. Proficiency in English is essential, along with strong emotional intelligence and experience working with ERP systems.

Benefits

• Competitive salary
• Annual discretionary bonus
• Holiday allowance
• Company pension scheme
• Travel allowance
• 27 vacation days
• Additional birthday vacation day
• Attendance program vacation days
• Ongoing training
• Professional development opportunities