Planner & Customer Operations Coordinator

Planner & Customer Operations Coordinator Location: Satigny, Geneva, Switzerland This role connects Planning, Production, Quality, and Customer Experience to ensure smooth end-to-end (E2E) order execution from planning to shipment. It combines production planning ownership with dedicated hypercare customer management, ensuring optimal service, prioritization, and responsiveness in a dynamic environment. The role acts as a Single Point of Contact (SPOC) for assigned hypercare customers, with full accountability for critical orders, driving alignment across stakeholders and managing risks, escalations, and service performance. Key responsibilities: · Coordinate across Planning, Production, Quality, Customer Experience (CX), and stakeholders to ensure optimal lead times and execution for hypercare and co-pre-ship orders · Manage daily planning and scheduling (production plan, capacity, batch sizing, raw materials, release/monitoring of orders in line with MRP alerts (SAP ECC & Kinaxis) · Own end-to-end execution of hypercare orders, from planning to delivery, including order follow-up and sample coordination · Act as SPOC for hypercare customers, ensuring clear prioritization, strong follow-up, and proactive communication on orders, risks, and service level · Drive prioritization and arbitration decisions based on business needs, customer criticality, and capacity constraints · Manage urgent requests, escalations, and crisis situations with full ownership, ensuring rapid resolution and alignment across stakeholders · Ensure proactive communication and issue resolution with CX and stakeholders, and drive mitigation actions when needed · Ensure compliance with business rules and support root cause analysis and continuous improvement initiatives · Partner with Production to ensure planning adherence and a balanced production plan (load, PV, BOM) You bring: · Strong supply chain planning expertise, with solid understanding of production planning, MRP processes, capacity management, and end-to-end order flow (preferably SAP ECC & Kinaxis experience) · Excellent coordination and stakeholder management skills, with the ability to connect Planning, Production, Quality, and Customer Experience teams and drive alignment in a complex environment · Strong ownership mindset, with the ability to manage priorities, make decisions, and operate effectively under pressure in a fast-paced environment · Customer-oriented and solution-driven mindset, ensuring proactive communication, fast issue resolution, and strong follow-up on orders and escalations · High level of rigor and analytical thinking, with attention to detail in scheduling, batch management, order tracking, and compliance with planning parameters and business rules · Strong team player mindset, with the ability to collaborate effectively across functions and contribute to a high-performing team environment · Excellent communication skills, with English and French at professional working level (written and spoken) as a must · Continuous improvement mindset, actively contributing to process optimization, root cause analysis, and operational excellence initiatives We bring: · A long history and a promising future of bold scientific innovation and passionate creation with our customers · A culture that prioritizes safety and well-being, both physically and mentally · The opportunity to work for a company where sustainability is much more than a claim and is core to our strategy and purpose · A flexible work environment that empowers people to take accountability for their work and own the outcome · A firm belief that working together with our customers is key to great achievements · An eagerness to be one team and learn from each other to bring progress to life and create a better future