Logistic & Customer Service Coordinator H/F - 06

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.

Customer & Partner Management

- Build and maintain long-term relationships with distributors and subsidiaries through regular communication.
- Develop strong knowledge of products, processes, and systems to efficiently support partners.
- Contribute to improvement initiatives and projects to enhance partner satisfaction.
- Support customer complaint management in coordination with internal stakeholders.

Order & Logistics Management

- Ensure accurate order processing in the ERP system (Business Central), including order review, entry for non-integrated customers, and delivery confirmation.
- Identify product requirements and coordinate supply with the Supply Chain team.
- Prepare orders and monitor deliveries in collaboration with logistics partners.
- Track and analyze sales performance and product returns against defined objectives.

Billing, Returns & Compliance

- Issue customer invoices and prepare all required shipping and customs documentation for international deliveries.
- Manage product returns in accordance with the Medical BAHS return policy, including return categorization, credit notes, and processing fee invoices.
- Ensure compliance with pricing policies, trade regulations, and traceability requirements.
- Support the resolution of customer billing and commercial disputes.

Performance, Processes & Continuous Improvement

- Develop and maintain KPIs, dashboards, and activity tracking tools.
- Implement corrective and preventive actions related to service issues and complaints.
- Create, update, and ensure compliance with customer service and logistics procedures.
- Contribute to cross-functional projects and continuous process improvement initiatives.