Gestionnaire ADV/Customer care & logistics – F/H
Région : Auvergne-Rhône-Alpes
Niveau de formation : Bac +2
Rémunération : entre 40K€ et 50K€
Famille de métier : Comptabilité/finances, Administration des ventes, SAV
Présentation société
Maternal Newborn Health Innovations (MNHI) is a public benefit corporation mobilized to help caregivers throughout the world reduce avoidable pain, harm and mortality to mothers and newborns during childbirth. MNHI is developing the OdonAssist™ inflatable device for assisted vaginal birth, designed to enable a gentler and safer way for obstetricians to assist the birth of newborns during circumstances of prolonged, complicated second-stage labor. This is the first truly new and innovative birth assistance device in more than a century. OdonAssist has been in development for over ten years with approximately $25 million in investment to bring it to commercialization stage. It has been thoroughly tested in simulated and human clinical studies. MNHI will begin commercializing OdonAssist after regulatory approvals and clearances have been obtained in various countries and jurisdictions around the world.
Each year approximately 285,000 women die from pregnancy-related causes, and ten million more experience severe complications from childbirth. Additionally, over two million newborns die each year, and there are a similar number of stillbirths. Approximately 25% of newborn mortality and 50% of stillbirths occur during the process of childbirth. Maternal and newborn health outcomes are primary areas of focus for governments and health agencies, and key areas of unmet need for innovation in the medical device space.
The Operations and Customer Care Coordinator (or Gestionnaire ADV) will be the first to join Carine, our EMEA Finance & Operations Director and play an integral role in establishing the European sales operations and customer care process and procedures. In this role, you will assume responsibility for the comprehensive management of order processing and regional supply chain and operations in coordination with our 3PL logistic provider, ensuring utmost efficiency and customer satisfaction, by overseeing the entire order lifecycle, from creation to delivery, including managing inbound inquiries through to resolution in coordination with other MNHI departments. The combination of these responsibilities will help MNHI ensure a positive and effective customer experience.
Our commercial launch is expected to take place in 2025 in France, UK and Italy first. Then, other EU countries will be added.
Just so you know, this is a hybrid role that will start as remote, since we don't have an office yet. The intent is that it becomes hybrid in 2025. To provide the best onboarding experience, we have planned to set co-working days for the first months.
Customer Order Management
- Manage customer orders from creation to tracking and delivery ensuring accuracy, timeliness and customer satisfaction. This will include actual sales orders as well as sample fulfilment in compliance with sales agreements and company policies.
- Support the creation of processes and procedures and continue to identify opportunities for improvements.
- Maintain customer relationship management (CRM) master data, including delivery and invoicing addresses and key contact management.
- Coordinate with sales, supply chain, 3rd party logistics partner and finance to ensure product availability and efficient order fulfilment. Manage backorders or stocks, if necessary.
- Address issues related to orders and shipments; oversee the returns process in a timely and professional manner.
Customer care Management
- Support the creation of an end-to-end customer care function, including developing comprehensive procedures and workflows to ensure proper handling and a great customer experience.
- Deliver exceptional customer service by handling the queries and complaint management process in a highly attentive and professional manner. This position will be the primary point of contact for appropriately reviewing, routing and/or resolving inbound inquiries (from various channels) in support of customers, healthcare professionals, distributors and other third parties.
- Foster a customer-centric culture within the company.
- Create and manage the Frequently Asked Questions (FAQ) to support the effectiveness and timeliness of inquiries.
- Coordinate between MNHI relevant departments (Quality, Regulatory, Medical) to ensure seamless communication and resolution of issues. Managing escalations, if needed.
- Understand and adhere to all relevant requirements to ensure compliance with regulatory and government authorities, quality standards and MNHI company policies and procedures.
- Monitor service level agreements to ensure they are met.
- Assist in developing and reviewing internal management reporting to analyze performance and trends and to identify continuous improvement opportunities.
Additional Responsibilities
In addition to the primary responsibilities noted above, this position will also support certain finance, compliance and sustainability processes including conducting customer due diligence activities, coordinating billing and collection, managing supplier payments, HCP compliance reporting, sustainability and Intrastat reporting preparation.
Descriptif du profil
- Prior experience in a regulated environment with a general knowledge of regulatory requirements (quality standards, customer needs, GDPR) in the medical device or pharmaceutical industry with public hospital interactions
- Trilingual: English, French and Italian fluent.
- Experience supporting sales operations and customer care across multiple processes including order handling, customer service and other sales support functions. A background in accounting, supply chain and/or customer care is a plus.
- Proficiency in order management systems and CRM software (e.g., Salesforce)
- Experience in evaluating and establishing new processes, including detailed policies and procedures, in sales-related operations functions including areas related to order management, post-sales support and customer care.
- Track record of focusing on customer-centric activities with exceptional outcomes across multiple countries.
- Excellent verbal and written communication skills with the ability to handle customer inquiries professionally.
- A customer-centric mindset with a strong commitment to delivering excellent service.
- Excellent organization, multitasking, problem-solving and conflict-resolution skills. Rigorous mindset with attention to details and deadlines to ensure accuracy in data management and order fulfillment
- Welcoming and empathetic personality to interact with customers, colleagues and external partners.
- Experience working in a fast-paced, start-up or project environment.
- Ability to work collaboratively in cross-functional teams and adapt to a dynamic work environment.
- Proficient with Excel and BI, or curious and ready to upgrade your knowledge to an advanced level
- Strong analytical skills to identify trends, patterns, and areas for improvement.
- QHSE Culture and understanding is a plus, like having actively participated in the setting of a QMS or procedures definition for an ISO certification
- Passionate about the MNHI purpose and embraces the MNHI values of inclusivity, teamwork, and personal responsibility
Postuler
Diane Müller
diane.mueller@mnhi.com
https://www.linkedin.com/jobs/view/4034969980