Supervisor, Export Customer Service

Basingstoke Source: WhatJobs

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Job Number

Job Number R-

Highlights

Location Basingstoke, Hampshire
Start Date Immediately
Work Location On-Site Work Only

Skills

Escalation Management
Organizational Skills
Time Management
Problem Solving
Stakeholder Communication
Customer Service Management
Team Leadership
Scheduling Management
Export Processes
Coaching And Mentoring
Priority Management
Customer Service Tools
Analytical Skills
Import / Export Support

Description

Workday ID: R-

Joining our team, you’ll play an active part in helping to deliver meaningful impact. At Oxoid Remel Microbiology, acquired from Thermo Fisher Scientific, we play a crucial role in accurate identification and targeted treatment for diseases, ensuring food and beverage safety, and supporting pharmaceutical manufacturing integrity. Our products and services are designed to meet the highest standards of quality and performance, helping our customers achieve their objectives efficiently and effectively.

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.

About The Role

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

What We're Looking For

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

This is an exciting time to join us as we continue to build on more than 100 years of microbiology excellence. With a broad portfolio of instruments, services, and global resources, we’re steadfast in our commitment to helping you succeed. Together, we can cultivate a thriving microbiology culture that supports you today, tomorrow, and for life.

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