About the role:

The Customer Service Representative is responsible for the end-to-end execution of the order-to-cash process, providing high-level logistics and administrative support to internal and external customers. We are looking for a proactive, senior-minded professional who goes beyond daily operations to identify process improvements, collaborate with IT on digital tools, and ensure "Customer Excellence" in every interaction.

Key tasks:

• Customer Excellence: Provide "white-glove" service by anticipating customer needs and ensuring a seamless experience from initial contact to post-sales support.

• Order-to-Cash Management: Lead the full order fulfillment cycle: order entry in ERP, inventory oversight, on-time delivery coordination, and invoicing.

• Process Improvement & Initiative: Take ownership of Customer Service workflows. Proactively identify bottlenecks, document new SOPs, and propose solutions to enhance efficiency.

• Digital & IT Collaboration: Act as a key user for the ERP system and manage technical requests/improvements through Jira ticketing. Liaise with IT to ensure tools are optimized for business needs.

• Account Receivable (AR) Support: Oversee basic AR functions, including payment follow-ups, resolving billing discrepancies, and ensuring financial data accuracy within the customer module.

• Logistics & Export: Coordinate shipments and handle complex customs requirements (VAT, duties, Carnet ATA).

• Post-Sales & Quality: Manage RMA (Returns) and handle customer complaints/enquiries with a focus on quick resolution and full traceability.

• KPI Monitoring: Track key performance indicators to measure and report on service levels and operational success.

Work Experience and Education requirements:

• Education: Higher education in Business Administration, International Trade (CFC), or a related field.

• Experience: Minimum 5 years of experience in Customer Service or Order Management within an international, fast-paced environment (Medical Device experience is a strong asset).

• Languages: Native or C2 German is mandatory. Fluency in French and English is required.

• Technical Savvy: Advanced mastery of ERP systems (QAD experience is a plus) and familiarity with Jira or similar ticket-based project management tools.

• Financial Awareness: Solid notions of Account Receivable (AR) and general accounting principles related to sales.

Soft Skills:

• Proactive Mindset: A person who takes initiative rather than waiting for instructions.

• Analytical Skills: Ability to look at data and processes to drive improvements.

• Resilience: Ability to maintain "Customer Excellence" standards under pressure.

• Communication: Exceptional verbal and written skills to build relationships with global stakeholders

What we offer:

• A dynamic, innovative environment with cutting-edge medical technology that is shaping the future of robotic surgery
• Fast-growing Company where innovation meets agility
• Structured onboarding program, ensuring a confident start
• High degree of autonomy and flexibility

Distalmotion is a global MedTech company with a mission to empower access to the benefits of robotic surgery by simplifying operations with its DEXTER® robot. The company aims to broaden access to robotic surgery for more surgeons and sites of care globally, including hospital outpatient departments (HOPDs) and ambulatory surgical centers (ASCs), to increase the number of patients who benefit from best-in-class minimally invasive care. Well-suited to any size OR, DEXTER is easily moved, quickly set up, and seamlessly integrated into existing procedures. DEXTER is commercially available in the United States and Europe.

The company is headquartered in Lausanne, Switzerland with a US office in Cleveland, Ohio.

For further information visit: www.distalmotion.com and follow us on LinkedIn/Twitter: @Distalmotion.