Customer Service Representative

Job description

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