Logistic and Customer Support Coordinator

At the Vitrolife Group, we work every day to unlock the full potential of science and technology to reduce the barriers towards building a family. Together we help our customers and their patients to fulfill the dream of having a baby.

Job Description:

The job involves overseeing the daily running of Customer Support office and Logistic requirements, controlling the quality of every deal and phone calls as well as general managing of every client offering the best possible service, coordinating the team, assigning them the functions to be always carried out according to the volume of work, trying to efficiently optimize resources.

Main duties and Responsibilities:

• Providing Customer support to clients.
• Educating Clients on available tests and programs affiliated with clinics
• Coordinating services between clinics and the lab
• Maintaining customer satisfaction by providing accurate and thorough knowledge
• Working alongside the Logistic and Customer support coordination team with daily sample reception
• Ensuring Biological Samples shipments movement in required temperature and time Delivery (Domestic & international).
• Coordination with Vendors for import shipments.
• Liaison with custom for getting shipments cleared on time.
• Pre & post documentations of Import and Export shipments for clearance & delivery.
• Planning & Supervision of outbound material dispatches for Domestics / International locations.
• Reverse Logistics Domestic & International (Biological samples and other materials).
• Follow the Compliance and Regulatory / Statutory rules and regulations related to logistics and specimen handling.
• Maintaining & analysis of various inventories such us Office consumables and material.
• Registering Samples (ERA, NACE, GPDx, POC) in the ERP (Navision Software) as per arrival to the laboratory with/without supervision of the lab technicians.
• Double-checking Sample registration in the ERP containing all the documentation needed and verifying all the samples rejection and acceptance criteria as per internal DUB_L_PR_008_EN Sample Transportation Reception and Handling procedure. Be compliant with this procedure for another applicable requirement as well.
• Double -checking internal sample codes/lab-codes aligned for each sample to validate the accuracy of the samples before forwarding to lab.
• Ensure the applicable logs and records are completed and maintained as per internal procedure.
• Manage outsourcing and the tracking of samples to approved referral lab.
• Coordinating with waste management external company for proper and timely collection and maintain its record.
• Assist for non-technical witnessing when required/necessary.
• Coordinating with cleaner to ensure cleanliness of the entire laboratory.
• Managing all Incidences related with a sample by Navision software to monitor and take corrective actions for improvement.
• Closing the Samples (ERA, NACE, GPDx, POC) in the ERP (Navision Software) as per results reception and closing the samples for the results to be automatically sent to the doctor/patient by email.
• Collaborate with Sales, Logistics, and labs to meet and exceed client delivery expectations

• Energetic, hardworking and flexible
• Minimum of 2 years of office setting Customer Support and Logistic Experience
• 4-year bachelor’s degree (preferably in-health care or related field)
• Organized with ability to multitask and prioritize
• Advanced proficiency in Microsoft Office products
• Professional work ethic
• Ability to work independently and demonstrate good judgment
• Excellent communication and interpersonal skills
• Can show attitude with ability to work within team

References are required

We look forward to receiving your application!

Vitrolife Group is a global provider of medical devices and genetic services. Based on science and advanced research capabilities, we develop services and products for personalised genetic information and medical device products. We support our customers by improving their clinical practice for the patient's outcome of a fertility treatment.

We are currently approximately 1 100 colleagues worldwide, with headquarters in Gothenburg, Sweden. Vitrolife Group's products and services are available in more than 110 countries through our own presence in 30 countries and a network of distributors. Vitrolife Group is a sustainable market leader and aims to be the preferred partner for IVF-clinics by providing superior products and services with the vision of fulfilling the dream of having a baby. The Vitrolife share is listed on Nasdaq Stockholm.