Gestionnaire de CRM H/F

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.
Just so you know, this is a hybrid role that will start as remote , since we don't have an office yet. Customer Order Management
Maintain customer relationship management (CRM) master data, including delivery and invoicing addresses and key contact management.
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. Coordinate between MNHI relevant departments (Quality, Regulatory, Medical) to ensure seamless communication and resolution of issues. Assist in developing and reviewing internal management reporting to analyze performance and trends and to identify continuous improvement opportunities.

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.
Rigorous mindset with attention to details and deadlines to ensure accuracy in data management and order fulfillment
Proficient with Excel and BI, or curious and ready to upgrade your knowledge to an advanced level
An international (US, EU, Asia) small team dedicated to bringing safer births for mothers and newborns

Being the first of the Customer care team adventure

• r 55-70k€ if you have team management experience