Customer Service Representative

**Core Purpose** * Own and optimise the consignment inventory model, ensuring stock accuracy, availability, and financial control across all locations * Deliver data-driven insights to improve stock utilisation, reduce expiry risk, and drive commercial performance * Implement and maintain robust governance, controls, and reporting structures across all consignment activities **Key Responsibilities** **Consignment Inventory Control & Governance** * Lead the rollout, implementation, and ongoing management of consignment stock agreements, ensuring adherence to contractual terms and annual review cycles * Implement and maintain strict controls over stock additions, reductions, and movements across all consignment locations * Ensure ERP accuracy by aligning consignment stock levels with agreed hospital inventory levels * Oversee monthly stock counts, variance analysis, and reporting to stakeholders within defined timelines * Lead year-end stock validation processes and support audit requirements **Inventory Analysis & Optimisation** * Conduct continuous analysis of ordering patterns vs. consignment levels to optimise stock allocation and minimise excess or shortage risk * Identify and proactively manage stock at risk of expiry, including redistribution strategies across locations * Track and reduce write-offs, obsolescence, and slow-moving inventory, reporting trends and corrective actions monthly * Analyse consignment utilisation and demand patterns, providing actionable insights to Sales, Procurement, and Finance * Develop and maintain KPI dashboards (e.g. stock turns, utilisation %, expiry risk, write-off value, consignment accuracy) **Case Stock & Asset Management** * Coordinate all case stock movements, including preparation of temporary case consignments for procedures * Ensure full reconciliation of used, missing, or unreturned stock, driving timely follow-up and recovery actions * Manage vendor returns and exchanges to improve stock quality and lifespan * Support improved asset tracking and control initiatives, including system and process enhancements **Process Improvement & Systems Enablement** * Drive continuous improvement in consignment processes, controls, and reporting frameworks * Support and lead adoption of ERP (e.g. Business Central/Navision) and digital tools to enhance stock visibility and control * Partner with stakeholders to improve data quality, automation, and reporting accuracy * Contribute to the implementation and optimisation of web ordering portals and digital workflows **Stakeholder & Customer Interface** Act as a key operational liaison between hospitals, sales teams, logistics, and internal functions * Support customer interactions relating to: * Stock discrepancies and queries * Order processing and fulfilment updates * Consignment-related issue resolution * Ensure timely and professional communication, maintaining service quality without detracting from core inventory responsibilities * Support Clinical Sales Specialists and account teams with data and insights on customer stock usage **Order & Operational Support** * Process and manage sales and stock transfer orders as required to support inventory accuracy and fulfilment * Monitor order completeness and ensure alignment with consignment usage and replenishment cycles **Key Skills & Experience** * Strong experience in consignment inventory, stock control, or supply chain operations, ideally in Medtech or healthcare * Proven ability in data analysis, reporting, and inventory optimisation * Advanced Microsoft Excel skills with demonstrated analytical capability * Experience working with ERP systems (e.g. Microsoft Business Central) * Strong attention to detail with a focus on accuracy, control, and compliance * Experience in a consignment-based business model within healthcare * Understanding of financial/commercial implications of inventory management * Fluent Swedish with a strong command of English and Finnish