Customer Service Supervisor

Job Description

Customer Service Supervisor
Sunbury on Thames | andpound;34-36K + 25 Days Holiday + Healthcare + Pension + Life Assurance | Full-Time | Permanent

Are you an experienced Customer Service Supervisor with strong order management, ERP and team leadership experience? A well-established medical technology business is looking for a Customer Service Supervisor to lead and support its EMEA Customer Service team. This is a hands-on position split approximately 50% team leadership and 50% operational customer service.andnbsp;You will supervise daily performance, coach colleagues and act as the first point of escalation while remaining actively involved in orders, quotations, logistics and customer queries.

Job Responsibilities

* Lead, coach and develop a team of Customer Service Administrators.
* Manage daily workloads and maintain high customer service standards.
* Monitor KPIs and identify opportunities to improve processes and customer experience.
* Onboard new employees and deliver training on systems and service standards.
* Process customer orders, sample requests and quotations when required.
* Manage customer master data and pricing information within the ERP system.
* Oversee shipment issues and resolve escalations with logistics partners.
* Document and standardise processes, workflows and operational procedures.

Skills andamp; Knowledge Required

* Have several yearsandrsquo; experience in customer service, order management or sales operations.
* Demonstrate previous supervisory, team lead, deputy or mentoring experience.
* Possess strong ERP system knowledge, ideally SAP SD.
* Have experience with CRM or ticketing platforms such as Salesforce.
* Demonstrate excellent attention to detail and data accuracy.
* Confidently manage customer and logistics escalations.
* Possess strong problem-solving, communication and organisational skills.
* Experience within medical technology, pharmaceutical or a similar regulated environment is advantageous.

The successful Customer Service Supervisor will receive 25 daysandrsquo; holiday plus bank holidays, healthcare benefits, contributory pension, life assurance, income protection and on-site parking.