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NonStop Consulting Logo NonStop Consulting · Logistics

Customer & Operations Support Coordinator

Netherlands, Schiedam · Job Posted December 10, 2025
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Job Description

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.

Job Responsibility

  • 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
  • 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)

Requirements

  • 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
  • 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
  • Precise, detail-oriented, able to manage multiple tasks simultaneously
  • Proactive, “can-do” mindset with a service- and result-oriented attitude

Nice to have

  • experience in IVD, medical devices or life sciences is a plus
  • additional languages are a plus

What we offer

  • 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
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