As a Customer and Sales Operations Specialist (Europe), you will be the primary point of contact for ONWARD’s customers across the DACH region and broader Europe. You will be responsible for delivering exceptional post-sale support and ensuring a seamless customer experience across clinics, distributors, and home users. In addition to core customer support responsibilities, this role will support key sales operations activities, including CRM support, quoting, and operational coordination, reflecting the hybrid nature of the European market.
This role is critical to supporting ONWARD’s European expansion by balancing high-quality customer experience with efficient commercial execution.

Responsibilities

• Serve as the primary point of contact for customer inquiries via phone, email, and other communication channels.
• Provide timely, accurate, and professional support regarding product usage, troubleshooting, and general inquiries, escalating complex technical or clinical issues as needed.
• Ensure all customer interactions reflect ONWARD’s commitment to service and mission.
• Manage inbound requests, including intake, triage, and handoff to appropriate internal teams.
• Coordinate across Sales, Clinical, Operations, and other internal teams to ensure timely follow-up and resolution.
• Capture, document, and manage customer complaints in alignment with quality and regulatory requirements.
• Collect and communicate customer feedback to internal stakeholders to support continuous improvement.
• Support onboarding of new clinics and distributors, ensuring a smooth transition into ONWARD workflows and processes.
• Coordinate required documentation, training materials, and internal alignment.
• Support home users, clinics, and distributors with product-related inquiries, troubleshooting, and spare parts orders, ensuring timely fulfillment.
• Process customer orders, returns, and exchanges.
• Coordinate with supply chain and logistics teams to ensure timely and accurate delivery across EU/EEA and Switzerland.
• Ensure all documentation complies with EU MDR and Swissmedic requirements.
• Coordinate product demonstrations and support alignment of sales calendars across teams.
• Support quote generation in alignment with 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.
• Accurately log all customer interactions and transactions in Salesforce CRM.
• Maintain data accuracy and compliance with GDPR, EU MDR, and internal quality standards.
• Work closely with Sales, Marketing, Customer Experience, Supply Chain, Clinical, and Finance teams to ensure seamless execution.
• Communicate recurring issues, customer insights, and operational improvements to internal stakeholders.

Experience, Qualifications & Skills

• Bachelor’s degree or equivalent; a focus in Life Sciences, Biomedical Engineering, or Business preferred
• Minimum 2 years of customer support experience in the medical device, healthcare, or regulated technology industry
• Experience supporting customers across Europe, preferably within the DACH region
• Fluent in German and English (written and spoken); additional languages a plus
• Excellent communication, problem-solving, and interpersonal skills
• Proficiency in Salesforce CRM and Microsoft 365
• Strong organizational skills and attention to detail
• Ability to manage multiple priorities and work independently
• Understanding of medical device products, clinical workflows, and regulatory compliance (EU MDR, Swissmedic)
• Exposure to sales operations processes (CRM, quoting, order coordination) is a plus
• Self-motivated, reliable, and collaborative
• Thrives in a mission-driven, multicultural environment
• Strong sense of ownership and accountability
• Represents ONWARD’s Commitments: We Serve with Purpose, We Act with Integrity, We Lead with Courage, We Grow through Collaboration