Work Schedule
Standard (Mon-Fri)Environmental Conditions
OfficeJob Description
ThermoFisher Scientific recently announced that it has entered into an agreement to sell itsmicrobiology business toAstorga 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 ofThermoFishers 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 completeThermoFisher will continue tooperatethe business.
If you join themicrobiology business prior to the close of the transaction your employment is expected to transition toAstorg.
For more information please review:
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.
DESCRIPTION
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
REQUIREMENTS
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
Required Experience:
Manager
Supervisor, Export Customer Service • Basingstoke, England, UK
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