Customer Service & Export Coordinator

ABOUT EMS

EMS is a global leader in the design, manufacturing, and sale of devices used for medical and dental treatments. With over 40 years of expertise, EMS embodies Swiss precision and craftsmanship, delivering innovative solutions in:

• Dental Prevention
• Urology
• Shock Wave Therapy

At EMS, we are driven by our core values: Respect, Excellence, and Client Orientation. Our mission is simple: to ensure happy and healthy patients, successful clinicians, and passionate partners through the least invasive and clinically proven treatments.

MISSION

As Customer Service & Export Coordinator, you will be the trusted point of contact for EMS customers around the world, guiding their orders from confirmation through to delivery. You will manage shipments, invoicing, and export documentation with precision, while ensuring every transaction complies with Swiss and international export control regulations for sensitive goods and technologies. Working closely with Sales, Marketing and R&D, you will play a key role in delivering the smooth, reliable service our customers expect from EMS.

KEY RESPONSIBILITIES

Order & Customer Management

• Receive and confirm customer orders, keep the ERP and customer database accurate and up to date.
• Track deadlines and shipments proactively to ensure orders are delivered on time.
• Own the customer relationship end to end: shipments, invoicing, deadlines, claims, and returns of goods.
• Build genuine, long-term relationships of trust with customers, and handle their requests with care and responsiveness.
• Issue commercial and proforma invoices.

Export & Compliance

• Prepare and manage export documentation, including E-dec declarations, EUR1 movement certificates, Certificates of Origin, letters of credit, and ATA carnets.
• Ensure all export operations comply with Swiss and international regulations governing sensitive goods and technologies.
• Maintain accurate archiving of order and export files in line with company and regulatory requirements.

REQUIREMENTS

• Commercial diploma or vocational training in international trade, logistics, or a related field (CFC/Brevet fédéral or equivalent), or equivalent experience.
• Hands-on experience in customer service, export administration, or order management, ideally within an international or industrial environment.
• Solid knowledge of export documentation and procedures.
• Comfortable working in ERP systems, with strong organizational skills and the ability to juggle multiple files at once without losing precision.
• A genuine customer-first mindset, attention to detail, and a talent for building trust.
• Prior experience in the medical device or life sciences industry is an asset.
• Familiarity with Incoterms is an asset.
• Fluent in French, English, and German, written and spoken, with the confidence to manage international customer relationships daily.