Customer Service Officer

Description

This is a key customer-facing role responsible for managing the full Order-to-Cash process for B2B customers, including hospitals, clinics, and specialist distributors. The position combines operational excellence with customer consultation, ensuring timely delivery of medical products while maintaining strict compliance with regulatory requirements, including Medical Device Regulation (MDR).

• Receive and accurately enter customer orders via EDI, email, fax, and phone
• Verify customer certification and delivery eligibility prior to order processing
• Manage standing and recurring orders, ensuring correct frequency and customer alignment
• Proactively follow up on open quotations and support conversion into orders
• Ensure pricing accuracy in line with complex framework agreements
• Coordinate express and same-day deliveries for urgent requirements
• Record, classify, and process complaints, returns (RMA), and service issues
• Ensure continuity of customer service support during business hours
• Support quality activities relating to incident documentation and product recalls
• Maintain accurate batch and serial number traceability within the ERP system
• Provide first-level product support, including identifying successor products and suitable alternatives
• Advise customers on ordering processes and logistics to improve efficiency and reduce errors
• Create credit notes and work with accounting to resolve invoice discrepancies
• Identify additional customer needs and offer relevant accessories
• Carry out availability checks (ATP) and manage backorders proactively
• Prepare and enter quotations in the ERP system for consumables, spare parts, capital equipment, and repair cost estimates

Requirements

Technical Skills

• Understanding of medical logistics, consignment processes, and regulatory requirements (MDR/GDP) is advantageous
• Strong communication skills with both customers and internal stakeholders
• Strong ERP system experience across orders, quotations, billing, and returns (e.g. SAP, NetSuite)
• Completed commercial training or a comparable qualification within the healthcare sector
• High level of accuracy and attention to detail
• Business-fluent German and good English language skills
• Calm, solution-focused approach under time pressure
• Confident user of MS Office, particularly Excel
• Several years’ experience in customer service, ideally within medical technology, pharmaceuticals, or a logistics-intensive environment
• Effective backlog and availability management
• Service-driven mindset with a proactive, problem-solving attitude
• Order accuracy and reduction of returns

Benefits

• Quote-to-order conversion rate

Training + Development

Interview process

Visa Sponsorship

Security clearance