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