Customer Service Coordinator

Job Posting Content At Cochlear, we help people hear and be heard. As a Customer Service Coordinator, you will play a critical role in delivering an exceptional customer experience across the Russia Region and STAN countries by supporting distributors, professional customers, and internal stakeholders throughout the order-to-cash process. Working closely with Sales, Logistics, Finance, Regulatory Affairs, and Marketing teams, you will coordinate customer orders, resolve enquiries, support service and repair activities, and help ensure the efficient delivery of products and services. The role also provides operational support to sales, regulatory, and marketing activities in the region. This may include preparing metrics and reports, providing required documentation, supporting demo material availability, and assisting with related administrative tasks. You will also identify customer needs, share insights with relevant teams, and support improvement initiatives that enhance the overall customer experience. What you will do: • Manage the end-to-end order processing cycle, including order validation, export documentation, invoicing coordination, shipment tracking, and customer communication. • Act as a key point of contact for distributors and, when required, professional customers, responding to enquiries via email, phone, online portals and other channels. • Coordinate with Logistics and other internal teams to support accurate and timely product delivery, selecting appropriate transport methods and providing shipping instructions where needed. • Track orders and escalate issues promptly when delays or problems occur during transit, keeping customers informed on shipment status and expected delivery timelines. • Support service, repair, loaner and exchange requests while maintaining a high level of customer satisfaction. • Partner with Sales Managers to support demand planning, pricing administration, reporting, special offers, exchange programs, upgrade programs and other commercial initiatives. • Support Finance and Sales teams with timely debt collection and cash-flow management activities. • Maintain accurate customer, product and order information across systems including SAP, Salesforce, Oracle, My Cochlear Portal and other databases. • Prepare reports, analyse data and provide insights that support business decisions and operational improvements. • Contribute ideas to improve systems, processes and team deliverables, while following relevant quality and safety procedures. About You: • You are highly organised and thrive in a fast-paced environment where managing multiple priorities is essential. • You enjoy building relationships and delivering outstanding customer service to both internal and external stakeholders. • You are proactive, detail-oriented and comfortable working across multiple functions, countries and business priorities. • You bring a collaborative approach and are motivated by finding solutions that improve the customer experience. • You are confident using business systems and data to support decision-making and operational excellence. Required Skills & Experience: • Fluent Russian and English, both written and spoken • At least 2 years of experience in customer service, customer support or order management, ideally in a high-technology product environment • Strong customer focus and commitment to delivering high-quality service. • Strong organizational skills with the ability to manage a range of topics and activities in parallel. • Experience working with ERP and CRM systems such as Oracle, Salesforce and SAP. • Excellent written and verbal communication, interpersonal and relationship-building skills. • Bachelor's degree in a relevant field. Desired Skills: • Experience supporting distributors or business partners in international markets. • Knowledge of export documentation, logistics and international shipping processes. • Experience supporting customer complaints or service requests. • Familiarity with medical devices, healthcare or other regulated industries. • Experience identifying and implementing process improvements to enhance customer service outcomes.

Bachelor's degree in a relevant field. At least 2 years of experience in customer service, customer support or order management, ideally in a high-technology product environment. Fluent Russian and English, both written and spoken. Strong customer focus and commitment to delivering high-quality service. Strong organizational skills with the ability to manage a range of topics and activities in parallel. Experience working with ERP and CRM systems such as Oracle, Salesforce and SAP. Excellent written and verbal communication, interpersonal and relationship-building skills.

Manage the end-to-end order processing cycle, including order validation, export documentation, invoicing coordination, shipment tracking, and customer communication. Act as a key point of contact for distributors and, when required, professional customers, responding to enquiries via email, phone, online portals and other channels. Coordinate with Logistics and other internal teams to support accurate and timely product delivery, selecting appropriate transport methods and providing shipping instructions where needed. Track orders and escalate issues promptly when delays or problems occur during transit, keeping customers informed on shipment status and expected delivery timelines. Support service, repair, loaner and exchange requests while maintaining a high level of customer satisfaction. Partner with Sales Managers to support demand planning, pricing administration, reporting, special offers, exchange programs, upgrade programs and other commercial initiatives. Support Finance and Sales teams with timely debt collection and cash-flow management activities. Maintain accurate customer, product and order information across systems including SAP, Salesforce, Oracle, My Cochlear Portal and other databases. Prepare reports, analyse data and provide insights that support business decisions and operational improvements. Contribute ideas to improve systems, processes and team deliverables, while following relevant quality and safety procedures.