Customer & Operations Support Coordinator – Great Flexibility

Customer & Operations Support Coordinator
Location:
Schiedam area
(hybrid)

Your role in a nutshell
As a
Customer & Operations Support Coordinator
, you are the first point of contact for clients and partners and the linking pin between
Sales, Quality and Operations
. You handle day-to-day inquiries, coordinate shipments, resolve issues, and monitor service performance, while safeguarding quality and compliance. You also help shape and improve the internal client service infrastructure and contribute to IT/CRM projects that strengthen support processes.

This is a
client-centric, operational role
where you ensure smooth communication, accurate execution, and a consistently high service level. You'll work from our office in the
Schiedam area
(hybrid model) and report to the
Director Laboratory Operations
(with a dotted line to the Manager External Engagement & Partnerships).

*Key Responsibilities
Customer Support*

• Manage daily client and partner inquiries via CRM (e.g. Salesforce) and shared support inbox.
• Ensure timely case handling, escalation, follow-up, and resolution.
• Monitor client agreements, SLAs, and contract renewals.
• Coordinate client onboarding, training, and general service communication.
• Handle feedback, complaints, and CAPAs in line with ISO 13485 and QMS requirements.
• Support audits, inspections, and internal reviews related to customer-facing processes.
• Lead or coordinate client communications on product updates, safety notices, and field actions.
• Track recurring issues and feed them into product improvement and post-market surveillance.

Operations & Logistics Support

• Coordinate domestic and international shipments of IVD/medical device products, ensuring cold-chain and regulatory compliance.
• Prepare shipping documentation (invoices, packing lists, CoAs, customs and regulatory documents).
• Track shipments, resolve delays or discrepancies, and liaise with freight forwarders and 3PL partners.
• Collaborate with QA/RA, warehouse, and customer service teams to ensure compliant shipments.
• Ensure logistics comply with medical device regulations (e.g. FDA, EU IVDR), customs and transport guidelines.
• Help manage inventory and stock movements to optimize lead times and prevent stock-outs.
• Support internal and external audits and documentation reviews related to logistics and supply chain.
• Act as primary operational contact for CMO coordination (agreements, timelines, performance tracking).

*What you bring*

• Bachelor's degree in Life Sciences, Supply Chain, Logistics or related field (or equivalent experience).
• 2+ years of experience in customer support, logistics, shipping coordination, or supply chain; experience in IVD, medical devices or life sciences is a plus.
• Solid understanding of CRM (Salesforce preferred) and ERP/logistics systems (e.g. SAP, NetSuite, Oracle).
• Knowledge of cold-chain logistics, Incoterms, import/export flows, and regulatory documentation.
• Ability to work independently in a highly regulated environment (ISO 13485, FDA, EU IVDR).
• Strong analytical, problem-solving and organisational skills.
• Excellent written and verbal communication skills in English; additional languages are a plus.
• Precise, detail-oriented, able to manage multiple tasks simultaneously.
• Proactive, "can-do" mindset with a service- and result-oriented attitude.

*What we offer*

• Full-time position with a competitive salary and benefits.
• Room for personal growth and development, including training and exposure to clinical diagnostics and life sciences.
• Hybrid work model (office + home).
• The best of both worlds: an innovative biotech environment with strong links to academic and clinical partners.
• The opportunity to contribute to science-based solutions that have real impact on patient care.