Customer Service and Commercial Operations Coordinator

Position Overview

Field Orthopaedics is seeking a highly organised and customer-focused Customer Service & Commercial Operations Coordinator to support our growing distribution network and field-based sales organisation. This role is critical to ensuring accurate order processing, reliable resupply, and seamless communication between distribution partners, sales representatives, field managers, and internal operations. This role is ideal for someone who thrives on bringing people together around a shared goal and seeing work through to completion. You enjoy coordinating across sales, field teams, distributors, and internal operations to ensure everyone is aligned and moving forward. You take ownership of requests, follow them through to resolution, and don’t let important details fall through the cracks. If you’re energised by helping others succeed, keeping momentum in fast-moving environments, and ensuring commitments are delivered reliably and on time, this role will play to your strengths.

Salary: $25.00 - $35.00 per hour
Location: In person

Key Responsibilities

• Serve as a primary point of contact for Field Orthopaedics’ distribution partners for order-related enquiries, resupply coordination, and general support.
• Support distributor onboarding activities, ensuring correct setup of accounts, pricing, and ordering processes.
• Maintain strong working relationships with distributors to ensure consistent service levels and issue resolution.
• Process sales orders accurately and in a timely manner, including scheduled and standing resupply orders.
• Coordinate scheduled resupply programs to ensure distributors and hospitals have appropriate inventory levels to support surgical demand.
• Monitor order status, backorders, and shipment tracking, proactively communicating updates to relevant stakeholders.
• Work closely with operations and supply chain teams to flag potential supply constraints or priority requirements.
• Receive, review, and process surgical case sheets in accordance with internal procedures and quality requirements.
• Ensure case requirements are accurately translated into orders and communicated clearly to distribution partners and internal teams.
• Support time-critical case activity by coordinating with sales representatives, field managers, and operations to ensure on-time fulfilment.
• Act as a key communication link between the sales organisation, field managers, distributors, and internal operations.
• Respond promptly to requests from sales representatives and field managers regarding orders, inventory availability, resupply timing, and case support.
• Support sales administration activities including documentation, reporting, and coordination of commercial requests.
• Maintain accurate records in CRM and ERP systems (e.g. customer data, orders, case information).
• Ensure all activities are conducted in line with Field Orthopaedics’ Quality Management System and ISO 13485 requirements.
• Assist with continuous improvement initiatives to streamline customer service, ordering, and case support processes.
• Support audits or reviews by providing accurate documentation and traceability related to customer and order activities.

Required Qualifications

• Previous experience in customer service, order processing, or commercial operations (medical device, healthcare, or regulated industry preferred).
• Strong attention to detail and ability to manage multiple priorities in a time-sensitive environment.
• Excellent written and verbal communication skills, with the ability to work effectively with internal teams and external partners.
• Comfortable working with CRM and ERP systems and maintaining accurate records.
• Proactive, solutions-oriented mindset with a strong sense of ownership and accountability.

Preferred Qualifications

• Experience supporting distributor-based sales models or case-based ordering environments (e.g. orthopaedics, surgical devices).
• Familiarity with ISO 13485 or working within a regulated medical device quality system.
• Experience coordinating surgical cases, consignment inventory, or scheduled resupply programs.
• Ability to thrive in a growing company where processes are evolving and continuous improvement is encouraged.

Benefits & Perks

• Be part of a premier orthopaedic company specializing in hand and wrist extremities, driven by innovation and collaboration to meet the overlooked needs of hand surgeons.
• Work closely with sales, field teams, and distribution partners in a highly visible operational role.
• Opportunity to grow with the business as Field Orthopaedics scales globally.
• Make a tangible impact by supporting surgeons, hospitals, and ultimately patient care.