Your new Company
An innovation-driven medical technology growth company dedicated to developing clinically differentiated solutions, powered by a culture of continuous improvement, global talent and innovation, is looking for a Customer Service Supervisor – English Speaker (m/f/d).
Your new role
As a dynamic and strategic leader with extensive experience in customer service, order management and after sales, you'll play a key role in supporting commercial success for international P&R. You can demonstrate a proven ability to support high-performing teams, optimize daily operations, and deliver a best-in-class customer experience across global markets.
Leadership & Team Development:
Support high-performing Customer Care teams. Responsible for onboarding, training and retaining talent. Drives achievement of department goals aligned with company strategy and fosters a culture of teamwork, respect, and accountability.
Operational & Workforce Management:
Oversee time sensitive daily operations including phone and order entry queues (OnBase, Ring Central), workload balancing, and SLA's management. Ensures workforce efficiency through real-time monitoring and KPI-driven feedback.
Customer Experience & Escalation Handling:
Manages and resolves escalated calls and complex customer issues to ensure long-term satisfaction. Engages daily with front-line associates to troubleshoot barriers to success and promote continuous improvement.
Performance Analytics & Reporting:
Tracks and reports key metrics including order accuracy, customer satisfaction surveys, QA audits, voice activities, product complaints, training and compliance. Presents regular updates to leadership with insights and solutions.
Global Order Management & Logistics:
Supports sales teams and international hubs with order processing, inventory allocation, and order shipment. Collaborates and co-ordinates with Distribution, Planning, and Procurement teams to prioritize inventory and meet global customer timelines.
Training & SOP Implementation:
Provides ongoing SOP training and organizational updates. Oversees documentation related to order management, customer master data, market specific promotions & pricing, and obsolete items, ensuring team alignment on processes and standards.
Cross-functional Collaboration:
Acts as a liaison between internal teams (Sales, AR, IT, Logistics) and external partners (customers, brokers, distributors and agents). Supports system issue resolution and contribute to strategic initiatives focused on process improvements.
What you need to be successful
Bachelor's degree in related field, or equivalent work experience, preferred
5+ years proven experience in customer service, delivering high-quality support and client satisfaction
2+ years in a leadership or management role, effectively guiding teams and driving performance
Experience working with MS Office, Oracle, Agile and Salesforce required. Excel and PowerBi experience preferred
Excellent verbal and written communication skills with well developed inter-personal and leadership skills
Must be legally eligible to work in EU and able to travel internationally
English native or C2 minimum, additional EU language+ highly advantageous
What the company can offer you
Hybrid working model
Annual bonus, meal allowance, health insurance
Opportunity to travel
Enjoy stability and resources provided by a well-established, fast growing multinational company.