EU Customer and Sales Operations Specialist

Onward Medical seeks a Mid-level EU Customer and Sales Operations Specialist in Lausanne to support European expansion by managing customer inquiries, sales coordination, and regulatory compliance for the DACH region and broader Europe.

This position serves as the central liaison for customers throughout the DACH region and wider European markets. The role is essential to the company’s growth strategy, ensuring that commercial activities are executed efficiently while maintaining high standards of customer service and regulatory adherence.

Responsibilities

• Act as the main contact for customer questions via phone, email, and other channels.
• Deliver prompt and accurate assistance with product usage, troubleshooting, and general information.
• Handle incoming requests by triaging them and directing them to the relevant internal departments.
• Collaborate with Sales, Clinical, and Operations teams to resolve issues and follow up with clients.
• Record and manage customer complaints in accordance with quality and regulatory standards.
• Gather and share customer feedback with internal teams to drive improvements.
• Facilitate the onboarding process for new clinics and distributors to ensure smooth integration.
• Assist home users, clinics, and distributors with product questions, troubleshooting, and spare parts.
• Process orders, returns, and exchanges for customers.
• Work with supply chain and logistics partners to guarantee timely delivery across the EU/EEA and Switzerland.
• Ensure all documentation meets EU MDR and Swissmedic regulatory requirements.
• Organize product demonstrations and align sales calendars across departments.
• Generate quotes in line with established pricing and commercial guidelines.
• Provide Salesforce CRM support, including data entry, pipeline updates, and user assistance.
• Assist with order management, shipment coordination, RFPs, vendor registrations, and sales credentialing.
• Log all customer interactions and transactions accurately in Salesforce CRM.
• Maintain data accuracy and compliance with GDPR, EU MDR, and internal quality standards.
• Communicate recurring issues, customer insights, and operational improvements to internal stakeholders.

Requirements

• Bachelor’s degree or equivalent qualification.
• At least 2 years of customer support experience in the medical device, healthcare, or regulated technology sector.
• Fluency in German and English, both written and spoken.
• Proficiency in Salesforce CRM and Microsoft 365.
• Understanding of medical device products, clinical workflows, and regulatory compliance (EU MDR, Swissmedic).

Nice to have

• Background in Life Sciences, Biomedical Engineering, or Business.
• Experience supporting customers across Europe, particularly in the DACH region.
• Additional language skills.
• Familiarity with sales operations processes such as CRM, quoting, and order coordination.

About the company

Onward Medical operates in a mission-driven, multicultural environment that emphasizes collaboration and integrity. The company culture is built on core commitments: serving with purpose, acting with integrity, leading with courage, and growing through teamwork.

• Commitment to serving with purpose.
• Acting with integrity in all interactions.
• Leading with courage in decision-making.
• Growing through collaboration and teamwork.
• Thriving in a multicultural, mission-driven setting.