Establishment Labs

Customer Success Manager

• Provide exceptional customer service based on the company’s mission and vision, quality policy and product knowledge
• Processing orders accurately and timely
• Replenishing stock based on incoming orders
• Complaint resolution
• Coordinating and verifying shipping of packages and the return of units in line with the Terms and Conditions
• Process sales orders;
• Track orders and investigate issues.
• Process and report invoices for payment and credit notes for returns.
• Respond to inquiries from customers regarding status of sales orders.
• Follow up backorders and offer replacements to customers.
• Coordinate pick-ups with customers and logistics providers.
• Process and edit orders received from customers and resolve any discrepancies.
• Collaborate with Supply Chain and freight forwarders to ensure orders ship timely and appropriately to customers.
• Partner with Commercial Department and other Customer Success members to meet and exceed customer and internal expectations by listening to their needs, communicating regularly with each stakeholder, and identifying areas of improvement.
• Assess multiple tasks, and develop plans to complete them in a logical and efficient manner

Customer Success Analyst

Graphics Designer

• Process requirements from cross-functional teams.
• Support the creation or update of labelling materials such as IFUs, labels, boxes, quick guides and related materials with its specifications.
• Lead end-to-end printed or digital materials development and approval with internal and external stakeholders.
• Support the packaging and product design team in the development of new designs.
• Lead initiatives for continuous improvement of processes related to packaging and labelling, within and outside the department.

Packaging and Labeling Graphic Designer

Accounts Receivable

• Guides financial-decisions by establishing, monitoring, and enforcing policies and procedures.
• Manage day to day Accounts Receivables operations and ensure there is a process backup in place for every critical operation
• Assist with the month, quarter and year end close-out accounting schedules
• Support the execution of management’s SOX readiness plan.
• Assist in the development and implementation of goals, policies, priorities and procedures related to internal controls over financial reporting and SOX.
• Communicate with external customers to ensure Business Partner master data is updated and complete

Junior Account Receivable Analyst

Sales Operations Manager

• Drive a consistent and optimized customer journey process across the regions (onboarding → order → fulfilment → invoicing → collections).
• Establish scalable SOPs, trackers, and governance tools to improve operational consistency.
• Operational consistency in areas such as profitability, discount policy, cash collections and commercial support of DSO reduction.
• Track and interpret data from Customer Care, Finance, and Fulfilment teams to uncover trends, inefficiencies, and risks, allowing GM to better understand their market trends.
• Produce monthly regional Sales Operations reports covering revenue blockers, expiry risk, fulfilment issues, and margin leakage.
• Lead quarterly initiatives to reduce expired stock, improve PO/invoice visibility between Operations and Commercial teams, and lower OPEX tied to delivery, logistics, or discounting.
• Own discount governance processes to ensure adherence to flash and permanent consignment limits, and pricing integrity.
• Act as a direct operational partner to the GMx, providing insight and hands-on support to improve country-level performance.
• Liaise cross-functionally with Customer Care, Finance, Sales, and Supply Chain to implement regional best practices.
• Collaborate with Commercial and Demand Planning to manage stock visibility and reduce waste.
• Lead SKU rationalisation to reduce working capital in the region.
• Create and maintain a regional Commercial playbook. Harmonise processes across countries while accommodating local regulations and constraints.

Regional Sales Operations Specialist

Customer Support

• Provide world-class customer service to Medical Devices customers and Field Sales Agents
• Handle inbound calls and all electronic inquiries via email, e-fax, and web orders
• Process requests including orders, returns, product pricing inquiries, and account questions
• Create and maintain cases in Salesforce for all service-related activities
• Communicate with internal counterparts across the organization

Customer Care Representative

Account Manager

• Align inventory needs and execute Permanent Consignment Contracts
• Oversee consignment inventory, including the Provisional Stock Program (Flash) and Personal Inventory Locations (PI)
• Confirm all required Permanent Consignment stock is counted on a quarterly basis
• Support stakeholders, customers, or Field Sales Reps with customer related data and reporting
• Provide Sales Support for issue troubleshooting & resolution and ad-hoc reporting needs

Account Management Specialist

• Maximizing sales and profit through the sale of implants and related products and solutions against the agreed sales plan.
• Conduct operations of the sales role in line with internal procedure as well as external regulatory guidelines.
• Strong understanding of the operation of our products, features and benefits.
• You must have an understanding of the market and the competition so that you can explain how our products are superior.
• Assist in the build and development of our brand locally, in line with the global marketing strategy
• Communication with Supply Chain for the correct supply of promotional materials.
• Tracking pending orders and offering substitutions to customers.
• Review together with customer Care orders received from customers and resolve any discrepancies.
• Communicate to Customer Care any special conditions of an order or a customer so that it can process orders in accordance with our terms and conditions of payment and orders are sent in a timely and appropriate manner to customers.
• Work closely with Marketing to meet and exceed internal and customer expectations.
• Report field visit accurately working on providing insights to the territory manager in order to get orientations
• Segment his customers in several categories with very detailed information
• Point of contact of his customers when it comes to providing the best possible service for any kind of issues the surgeon might have
• Be a business partner for his customer to help him grow his activity and revenue
• Go in the operating room with customers to create strong relationship, understand their needs and providing helpful advice when using our products.

Key Account Manager

• Design digital and print assets.
• Develop campaign visual concepts and layouts.
• Adapt and optimize designs for multiple platforms.
• Support branding and corporate identity projects.
• Conduct image editing and retouching.
• Manage and maintain digital asset libraries.
• Produce visual assets for motion and video integration.
• Participate in brainstorming sessions with multidisciplinary teams.

Visual and Graphic Designer

Distributors Sales Operations Specialist

Events

• Collect, review, and validate data related to HCP payments and transfers of value in alignment with Sunshine Act and global transparency requirements
• Review, reconcile, and process event-related expenses, ensuring adherence to company policies and local/global compliance guidelines
• Manage event data entry in company CRM, event management, or compliance tracking systems
• Oversee data collection for HCP travel arrangements, including flights, hotels, and ground transportation, ensuring fair market value and policy compliance

Events & Compliance Reporting Specialist

Human Resources

• Serve as a trusted advisor on HR policies
• Manage employee relations and disciplinary matters
• Oversee off-boarding processes