Supervisor, Export Customer Service

The Customer Service Export Supervisor leads a team of Customer Service Representatives in a fast-paced, inbound environment, ensuring delivery of a consistent, high-quality customer experience aligned with business strategy. This role provides on-the-floor leadership, manages escalations, and drives performance through KPI management, coaching, and continuous improvement, while ensuring compliance with global export requirements.,

• Lead, coach, and develop CSRs, supporting performance, engagement, and professional growth
• Act as the primary escalation point, resolving complex customer issues in a timely and effective manner
• Manage daily operations, including workload prioritization, scheduling, and resource allocation
• Monitor and drive performance against KPIs (e.g., service levels, productivity, customer satisfaction)
• Support export order processes, ensuring compliance with Global Trade regulations and documentation requirements
• Identify process improvement opportunities and implement solutions to enhance efficiency and customer experience
• Analyze performance and complaint data to drive corrective actions and continuous improvement
• Collaborate cross-functionally with Commercial, Supply Chain, Planning, Distribution, IT, and Technical teams
• Support recruitment, performance reviews, training, and development activities
• Communicate effectively with stakeholders and represent the function in meetings and projects
  
  Proven people management experience in a customer service or call centre environment
• Knowledge of export processes and Global Trade Compliance preferred
• Strong analytical and problem-solving skills with a KPI-driven mindset
• Excellent communication and interpersonal skills
• Strong organizational skills with attention to detail
• Experience with ERP systems and customer service tools
• Ability to manage priorities and lead effectively in a fast-paced environment
• Demonstrates Thermo Fisher Scientific values: Integrity, Intensity, Innovation, and Involvement
  
  Thermo Fisher Scientific recently announced that it has entered into an agreement to sell its microbiology business to Astorg, a leading pan-European private equity firm with deep expertise in healthcare, focused on a select set of subsectors, including pharmaceutical services and technology, medtech and related services, life science tools and diagnostics.
This decision follows a thoughtful evaluation as part of Thermo Fisher's ongoing business strategy to actively manage and strengthen our portfolio. We expect the transaction will be completed in the second half of 2026, subject to customary closing conditions and applicable regulatory approvals. Until the transaction is complete, Thermo Fisher will continue to operate the business. If you join the microbiology business prior to the close of the transaction, your employment is expected to transition to Astorg.