Location: Basingstoke
Contract Type: Permanent
Salary: £45,000 per annum
Working Pattern: Full Time (Monday - Friday 9am - 5pm)
Working Arrangement: Hybrid working model: 4 days in the office, 1 day from home.
Our client, a leader in the Life Sciences sector, is seeking a dynamic and experienced Global Export Customer Service Supervisor to join their innovative team. This pivotal role offers the opportunity to lead a talented group of Customer Service Representatives in a fast-paced, inbound environment, ensuring that customers receive exceptional service aligned with the organisation's strategic goals.
A background in export documentation, customs procedures, and international shipping is essential. Experience in a regulated industry, such as life sciences, diagnostics, or healthcare, will be highly advantageous. Familiarity with temperature-controlled shipments and global trade compliance requirements is also preferred.
About the Role:
As a Global Export Customer Service Supervisor, you will have a significant impact on enhancing customer satisfaction while driving team performance. Key responsibilities include:
Leading, coaching, and developing Customer Service Representatives, fostering their professional growth and engagement.
Acting as the primary escalation point for complex customer issues, ensuring timely and effective resolutions.
Managing daily operations, including workload prioritisation, scheduling, and resource allocation.
Monitoring and driving performance against key performance indicators (KPIs) such as service levels, productivity, and customer satisfaction.
Supporting export order processes while ensuring compliance with Global Trade regulations and documentation requirements.
Identifying and implementing process improvements to enhance efficiency and elevate the customer experience.
Analysing performance and complaint data to drive corrective actions and continuous improvement.
Collaborating cross-functionally with teams including Commercial, Supply Chain, Planning, Distribution, IT, and Technical departments.
Supporting recruitment, performance reviews, training, and development activities.
Communicating effectively with stakeholders and representing the function in meetings and projects.
What Our Client Is Looking For:
Proven experience in people management within a customer service or call centre environment.
Knowledge of export processes and Global Trade Compliance is essential.
Strong analytical and problem-solving skills with a KPI-driven mindset.
Excellent communication and interpersonal abilities.
Exceptional organisational skills with a keen attention to detail.
Experience with ERP systems and customer service tools.
Ability to manage priorities and lead effectively in a fast-paced environment. Why Join Our Client?
This is a fantastic opportunity to contribute to an organisation that is committed to excellence in microbiology, with over 100 years of industry leadership. As our client continues to grow and innovate, they are looking for talented individuals who can be a part of their exciting journey. If you are a motivated leader with a passion for customer service and a drive for continuous improvement, this role could be the perfect fit!
Additional benefits include:
25 days of holiday plus bank holidays.
Performance-related bonus (where eligible).
Opportunities for career development and advancement.
If you are ready to take on a challenging and rewarding role that drives meaningful impact, this opportunity is for you! Don't miss out on becoming a vital part of a growing team within the Life Sciences sector. Apply today!
Adecco is a disability-confident employer. It is important to us that we run an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply. Adecco is committed to building a supportive environment for you to explore the next steps in your career. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.
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Salary description
£45000.00 - £45000.00 per year