Customer Service Assistant Manager

Globally headquartered in Switzerland and locally headquartered in Boston, MA, icotec is a global leader in radiolucent implants. As the company standing behind Black Armor® technology, icotec produced the first global pedicle systems made of nonmetallic, radiolucent Black Armor®. An exciting and varied job in the field of medical technology, icotec offers you the opportunity to work with a highly motivated team.

Furthermore, you will benefit from career development opportunities with an internationally growing company.

Join our passionate and innovative team as a

You value teamwork and want to grow with an innovative, global family-owned company. Experience the icotec spirit: flat hierarchies, short communication paths, and genuine appreciation shape our corporate culture. Plus, enjoy excellent employee benefits, including 100% company-paid health, dental, and vision insurance for individual icotec employees.

As Customer Service Assistant Manager at icotec, you will support the leadership of our Customer Service operations while ensuring exceptional service delivery to internal and external stakeholders. This role combines team leadership, operational coordination, and logistics oversight to support the efficient delivery of medical products and services across the U.S. market while collaborating closely with teams in Switzerland.

• Lead a team of associates to provide exceptional customer service support, addressing inquiries and resolving issues promptly and professionally.
• Responsible for resource planning and personnel deployment.
• Develop the skillset of employees and conduct annual reviews (MbO-talk).
• Ongoing monitoring, optimization, training, and onboarding of processes in Customer Service.
• Serve as the primary point of escalation for complex customer issues, providing resolution in a timely manner.
• Support and collaborate with various departments (Customer Service, Field Team, 3PL, Headquarters CH, Marketing, etc.).
• Establish performance metrics to evaluate and improve service levels, ensuring compliance with company standards and regulatory requirements.
• Coordinate and support the further development of Lean Management initiatives.

• Ensure all orders or requests for information are processed and closed out in a timely manner.
• Provide support and assistance with the team in daily business operations.
• Develop and implement standard operating procedures (SOPs/WI’s) to ensure consistency and reliability across logistics and customer service functions.
• Manage and maintain U.S.
  
  -based operating hours, including weekend on-call service.
• Maintain communication and coordination with the Director of Customer Service and other department leaders in CH (HQ) as necessary to conduct daily business.
• Responsible for maintaining and improving overall accuracy within ERP systems and across all data entry points (inventory, customers, products, and orders).
• Accounts Payable (A/P) support including invoice review and approval prior to submission for payment.

• Support the end-to-end logistics for medical products, including warehousing, distribution, and inventory control.
• Coordinate with internal teams and external partners to ensure timely and accurate delivery of inventory.
• Manage and monitor depot locations for effectiveness, inventory stocking, and accuracy of order fulfillment.
• Monitor and approve transport costs in the U.S.
• Monitor current workflows and analyze logistics data to identify opportunities to optimize processes, reduce costs, and enhance operational efficiency.

• Warehouse monitoring.
• Coordination of all exchanges (expired implants, instruments, recalls, etc.).
• Ensure replacement inventory is ordered and available for effective and timely exchange to the correct location and documented appropriately for QMS purposes.
• Spare parts management.
• Monitoring and optimization of set distribution in the U.S.
• Monitoring and coordination of the NCR process.
• Responsible for the coordination of field counts and cycle counts at the 3PL and Atlanta office.