Customer Relations Supervisor

Introduction:

OrbusNeich is a global medical device company specializing in the development, manufacturing, and commercialization of innovative cardiovascular solutions. With a strong focus on interventional cardiology, the company is dedicated to advancing patient care through cutting-edge technologies, high-quality products, and continuous innovation. Operating across international markets, OrbusNeich combines scientific expertise with a commitment to excellence, delivering medical solutions that improve outcomes for patients worldwide.

Role Purpose

The Customer Relations Supervisor acts as a strategic partner to both our Sales team and key customers as we evolve our Customer Service model from a primarily administrative function to a high-impact, relationship-driven organization. This role focuses on stakeholder management, conflict resolution, commercial decision-making, and project leadership. You will move beyond day-to-day inquiries to take ownership of the entire lifecycle of customer issues, while leading cross-functional initiatives that enhance service delivery and strengthen customer satisfaction.

Key Responsibilities

• Team Leadership: Actively coach frontline customer relations team members to shift from “administrative processors” (order entry) to “commercial partners”. Lead regular knowledge sharing sessions and follow-up with team for unsolved issues.
• Relationship Management: Act as the dedicated point of contact for external customers, EMEA sales team and internal functions, ensuring a seamless flow of information. Take full ownership of customer inquiries or complaints which are escalating from Customer Relations Coordinator. Own and resolve complex customer inquiries or complaints. Coordinate with back-office teams (who handle order entry/logistics) to ensure swift resolution.
• Sales Partnership: Work closely with Sales Team to understand their priorities, assisting in the execution of client-specific strategies. For Direct markets, proactively check consignment stock, monitor cycle count schedule and track result. Identify root cause and drive for improvement.
• Back Order Follow-up: Holds the ultimate responsibility for the overall back order. This includes optimizing available stock and UBD to reduce back orders and confirm with customer’s acceptance.
• Conflict Resolution: Act as the lead negotiator for service-level commitment, lead-time expectations, and dispute settlements. You will balance the commercial needs of the customer with our operational capacities, e.g. UBD stock.
• Service Project Management: Lead internal projects aimed at streamlining the "order-to-cash" (OTC) flow. You will be responsible for defining project timelines, managing stakeholders (Warehouse, Supply Chain, Sales, Finance, QA, RA, etc), and ensuring service are implemented successfully.
• Stakeholders Management: Be the representative from Customer Relations Department in cross-function projects e.g. 3UBD. Collaborate with internal departments for a smooth project implementation.
• Change Leadership: As the team moves away from order entry, you will manage the transitioning together with Malaysia order team, ensuring a smooth adoption process without service disruption.
• Root-Cause Analysis: Own mindset to identify recurring service failures and lead the "Corrective Action" project to fix them.
• New Product Introduction: Be responsible for the new product introduction activities, including but not limited to clinical registry, ISS, Samples, etc.
• Process Optimization: Identify bottlenecks in the customer journey and suggest improvements to enhance the overall service experience.
• Drive and Advocate Automation: Ability to champion new software tools (ERP, WMS, etc) .
• KPI Monitoring and Reporting: Focus on "Time to Respond" and "Customer Satisfaction" rather than volume of orders processed.

Requirements & Competencies

• Proven ability to handle difficult conversations to customers or a salesperson while maintaining the relationship and providing a viable alternative. Excellent communication and interpersonal skills. Strong leadership and team management skills.
• Excellent communication skill with different levels of counterparts, internal and external stakeholders.
• Strong analytical and problem-solving abilities.
• Have knowledge on quality and regulatory requirements.
• Change management experience.
• Proficiency in project management skills and a structured approach to solving complex, multi-step problems.
• 6+ years in a senior client-facing role.
• Fluent English communication skills, both written and spoken, are required. Proficiency in additional languages is a plus.
• Experience supporting complex product portfolios and managing product-related customer inquiries throughout the product lifecycle.
• Candidates must currently reside in the Netherlands within a reasonable commuting distance of our office. Please note that visa sponsorship and relocation support are not available for this position.