Work Your Magic with us!
Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.
United As One for Patients, our purpose in Healthcare is to help create, improve and prolong lives. We develop medicines, intelligent devices and innovative technologies in therapeutic areas such as Oncology, Neurology and Fertility. Our teams work together across 6 continents with passion and relentless curiosity in order to help patients at every stage of life. Joining our Healthcare team is becoming part of a diverse, inclusive and flexible working culture, presenting great opportunities for personal development and career advancement across the globe.
Your Role
As a Customer Service Supervisor, you will:
- Lead, coach, and develop a team of 10 to 12 customer service professionals in a fast-paced environment supporting the Sales organization.
- Drive operational excellence across the order-to-fulfillment process, ensuring service quality, efficiency, and customer satisfaction.
- Monitor team performance, establish clear goals, and provide ongoing coaching, feedback, and development opportunities.
- Foster a culture of accountability, collaboration, and continuous improvement.
- Partner with Sales, Logistics, and other key stakeholders to ensure seamless execution of customer service activities.
- Oversee sales support administration, order management, logistics coordination, key account support, and customer escalation resolution.
- Manage and improve key contact center metrics, including service level, speed to answer, call abandonment rate, schedule adherence, and productivity indicators.
- Analyze operational data and reporting to identify trends, drive performance improvements, and support decision-making.
- Communicate performance results, business insights, and strategic initiatives to leadership.
- Support process improvement initiatives and contribute to building a high-performing customer service organization.
This position requires a proven leader with at least 3 years of direct people management experience within customer service, operations, shared services, or similar environments.
Who You Are- Bachelor's degree in Business Administration, Operations, Supply Chain, Logistics, or a related field (required).
- Minimum 3 years of direct leadership experience, supervising and developing teams of 10 or more employees.
- Proven experience managing customer service or operational performance through KPIs and service metrics, including service level, call abandonment rate, speed to answer, schedule adherence, and productivity measures.
- Strong understanding of the order-to-fulfillment process, including order management, customer support, logistics coordination, and stakeholder management.
- Demonstrated ability to coach, mentor, and develop employees through performance management, career development plans, and regular coaching conversations.
- Advanced proficiency in Microsoft Excel and Office Suite, with experience leveraging data and reporting to drive business decisions.
- Experience working with ERP, order management, or customer service platforms, such as SAP, Oracle, or similar systems.
- English proficiency at B2 to C1 level, with strong verbal and written communication skills.
- Strong analytical, problem-solving, and decision-making capabilities.
- Customer-focused mindset with the ability to build strong relationships across multiple functions and organizational levels.
What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We believe that this variety drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!
Apply now and become a part of a team that is dedicated to Sparking Discovery and Elevating Humanity!