Logistics & Customer Service Coordinator

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.

The Coordinator manages customer service activities for Oticon/ITSA Medical’s distribution partners, acting as a key interface between partners, the Supply Chain team, and internal logistics teams. 

Responsibilities

Customer & Partner Management

• Build and maintain strong, long-term relationships with distributors and subsidiaries.
• Develop knowledge of products, processes, and systems to support partners.
• Contribute to improvement actions to increase partner satisfaction.
• Support customer complaint handling with internal teams.

Order & Logistics Management

• Ensure accurate order processing in ERP (Business Central): review incoming orders, enter orders for non-integrated customers, confirm delivery timelines.
• Coordinate product supply with the Supply Chain team.
• Monitor deliveries with logistics partners.
• Track and analyze sales results and product returns.

Billing, Returns & Compliance

• Issue invoices and shipping documentation for international deliveries.
• Manage product returns per Medical BAHS policy: identify return category, issue credit notes.
• Ensure compliance with pricing, trade rules, and traceability.
• Support resolution of customer disputes.

Performance, Processes & Continuous Improvement

• Develop KPIs, dashboards, and monitoring tools.
• Implement corrective and preventive actions for service issues.
• Ensure adherence to customer service and logistics procedures.
• Contribute to cross-functional projects and process optimization.

Profile

• Bachelor’s or Master’s in Business, Logistics, or related field (Bac+4/5), or equivalent experience
• 3–5 years in customer-facing commercial or service roles
• Fluent in English; additional languages a plus
• Understanding of logistics flows, trade rules, and business processes
• Proficient in Microsoft Office and ERP systems (ideally Business Central)
• Rigorous, organized, able to manage priorities
• Strong customer service mindset, team spirit, cross-functional collaboration
• Comfortable in project mode and continuous improvement initiatives