Customer Support

• Comprehensive support for our customers — from competent advice and handling inquiries to complete administrative processing in the system
• Ensure timely recording and processing of orders, quotations and complaints in SAP
• Support analysis of customer issues, identify optimization opportunities and actively contribute to the development of our processes and workflows
• Close collaboration with Logistics, Sales and other interface departments to coordinate delivery dates and resolve complex cases

Customer Service and Administration Specialist

• Responsible for the strategy, implementation and monitoring of local and centralized initiatives to improve quality, with a focus on the recommendation rate (tNPS)
• Ensure a learning and feedback loop from customer surveys and create incentives to enhance customer satisfaction within Customer Care
• Central monitoring of tNPS insights together with the QM team, and preparation of decision materials and clear action recommendations for various management reviews
• Help shape the transformation toward data-driven quality management through the use of AI
• Support and analyze customer interactions, and operate and further develop quality management tools and processes to promote customer satisfaction and employee competence
• Provide strategic governance and operational quality assurance through effective stakeholder management, implementation of targeted QM measures and close coordination with line and support organizations

Senior Quality Manager, Customer Care

• Responsibility for payment transactions, including timely processing
• Support with monthly closings and general financial tasks
• Processing of expenses, including accurate documentation
• Collaboration with the external accounting firm
• Participation in the organization and administration of the employee lifecycle (onboarding, offboarding, contract changes, etc.)
• Preparation of monthly payroll runs for all employees
• Maintenance and monitoring of the time tracking system
• Processing vacation requests, sick notifications and other administrative HR matters
• Support for implementing and ensuring compliance with internal HR policies and processes
• Customer support and advisory via email, Intercom and phone
• Identification of automation opportunities for recurring customer inquiries

Operations & Customer Support

• Ensure high-quality customer contact by phone and in writing, handling customer inquiries competently and courteously.
• Resolve customer issues at first contact wherever possible to increase customer satisfaction.
• Handle inquiries related to billing, tariffs, products, relocation notifications, and provide support for digital services and apps.
• Escalate more complex inquiries or complaints to the relevant specialist departments.
• Work closely with internal specialist teams to ensure consistently high service quality.

Customer Support Advisor

• Holistic support of customers during procedures, including active assistance in the operating room, user-focused consulting and professional guidance for our products in the field of spinal surgery.
• Planning, organizing and conducting workshops and training sessions for medical staff (physicians, OR teams, nursing).
• Building and maintaining long-term customer relationships with physicians as well as OR and hospital staff.
• Coordination of procedures and responsibility for logistics, including inventory management and optimization of process and supply chain efficiency.

Clinical Support Specialist, Spine Orthopaedics

• You proactively develop and retain our B2B clients throughout Switzerland.
• You support new clients during the implementation phase to ensure optimal adoption of our product.
• You act as the liaison between our Swiss clients and our internal departments (Tech, Product, and Sales).
• You meet clients on-site across Switzerland.
• You collect valuable field feedback to help us adapt our product to local specificities (integrations, pricing, etc.).

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