Customer Service Specialist - MedTech M/F/X

DESCRIPTION OF THE COMPANY

Tissium is a mission-driven medical device company founded in 2013, headquartered in Paris, with a production facility in Roncq (near Lille) and an office in Boston. We are dedicated to creating a new era of body repair by leveraging our biopolymer platform to develop innovative solutions in surgery for a positive impact on patients' lives.

Tissium’s technology is based on research and intellectual property from the laboratories of Professor Robert Langer (MIT) and Professor Jeffrey M. Karp (Brigham and Women's Hospital), who co-founded the company with Christophe Bancel (CEO) and Maria Pereira (Deputy CEO & Chief Innovation Officer).

We are developing polymers for atraumatic tissue repair in various applications. Today, these polymers are used for structureless nerve repair, hernia repair, and cardiovascular sealing.

Since our inception, we have raised a total of 170 million euros. Our latest fundraising round, which concluded in April 2023, resulted in 50 million euros in additional funding. This infusion of capital provides us with the necessary resources to finance the commercialization of our first products.

Join TISSIUM as a Customer Care Specialist!

At TISSIUM, we believe every interaction makes a difference because behind every order and inquiry, there is ultimately a patient in need. As a Customer Care Specialist, you will be the first line of communication with our customers and sales team. Your mission is to ensure a seamless, professional, and efficient experience across all touchpoints, from handling orders and inquiries to proactively improving the customer journey.

In this role, you will:

• Deliver comprehensive service in a high-performance and customer-focused environment.
• Build trust by providing accurate, timely, and solution-oriented support.
• Play a vital role in strengthening our commitment to excellence and innovation in healthcare.

MAJOR DUTIES AND RESPONSIBILITIES

• Collaborate with the Field Sales team to support the development and maintenance of strong customer relationships.
• Manage the entire order-to-cash process effectively and efficiently, including (but not limited to)
• New customer setup
• Order processing
• Customer returns
• Consignment process management
• Identifying and resolving obstacles that could impact customer expectations.
• Respond to inquiries promptly, courteously, and effectively, in full compliance with Customer Care procedures.
• Coordinate with the 3PL provider to ensure customer orders are processed accurately and delivered on time.
• Monitor and maintain the ERP system, ensuring smooth execution of all activities related to the order-to-cash process.

REPORTING LINE

This job will report to the Chief Commercial Officer.

YOU WILL LOVE THIS JOB IF

• Excel at time management and enjoy staying organised in a fast-paced, customer-focused environment.
• Have a knack for identifying areas for improvement and feel confident in communicating solutions that drive efficiency and enhance the customer experience.
• Thrive on autonomy, with the ability to work independently while still being a strong collaborator within cross-functional teams.
• Take pride in contributing to a mission-driven company, knowing that your role directly supports patients at the end of every interaction.

YOUR BACKGROUND

• Bachelor’s Degree (or equivalent required).
• Minimum of 2 years in a Customer Service environment.
• Prior experience in a customer-facing role within the medical industry
• Hands-on ERP experience.
• Proficiency with the Microsoft Office suite (Excel, Word, Outlook, PowerPoint, etc.).
• Experience working with a 3PL service provider.

WHY JOIN US

• Evolve in a pleasant and stimulating environment, with a work culture that values acting with urgency, a willingness to take risks, a desire to learn, an ability to challenge norms, and a capacity to operate within a dynamic range.
• Scalable career paths: at Tissium, we invest in the training and professional development of our employees, with programs adapted to their needs. We believe in the importance of offering varied learning methods to allow everyone to flourish in their professional project.
• An opportunity to join an ambitious and innovative startup striving to address one of the most persistent medical challenges since the inception of surgical procedures.
• Join a MedTech company that is environmentally and socially committed. Environmental, Social and Governance (ESG) themes are anchored in our business model and as our business grows, we find it to be even more essential for us to strengthen and solidify our ESG strategy and commitments.
• Enjoy many benefits: Work-life balance | Possibility of teleworking | Attractive overall remuneration | Opportunities for internal or geographic mobility (2 sites: Paris, Boston and Industrial site: Roncq).
• An international work environment with team members from over 19 different nationalities, reflecting Tissium's commitment to diversity and its inherent strengths.

HIRING PROCESS

• The journey starts with an interview with the Talent Acquisition Manager (30 mins).
• Then, a face-to-face (or virtual) meeting with the Hiring Manager (1 hour).
• A Technical Interview will then follow this to validate your practical job-related skills (1 hour).
• For the very final round, you will be invited to a team and culture fit interview (1 hour 30 minutes).

Intrigued? We’d love to hear from you! Apply today — we’re standing by for your resume!

👉 We firmly believe that building a company for everyone requires a diverse team. Our organisation values diversity and welcomes applications from individuals of all backgrounds. We do not discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or any other differences. Our company culture prioritises human interaction and ensures that every individual's voice is heard, making our processes lightweight yet efficient.