Customer Service Supervisor

Job Description

Customer Service Supervisor
Sunbury on Thames | £34-36K + 25 Days Holiday + Healthcare + Pension + Life Assurance | Full-Time | Permanent

Are you an experienced Customer Service Supervisor with strong order management, ERP and team leadership experience? A well-established medical technology business is looking for a Customer Service Supervisor to lead and support its EMEA Customer Service team. This is a hands-on position split approximately 50% team leadership and 50% operational customer service. You will supervise daily performance, coach colleagues and act as the first point of escalation while remaining actively involved in orders, quotations, logistics and customer queries.

Job Responsibilities

* Lead, coach and develop a team of Customer Service Administrators.
* Manage daily workloads and maintain high customer service standards.
* Monitor KPIs and identify opportunities to improve processes and customer experience.
* Onboard new employees and deliver training on systems and service standards.
* Process customer orders, sample requests and quotations when required.
* Manage customer master data and pricing information within the ERP system.
* Oversee shipment issues and resolve escalations with logistics partners.
* Document and standardise processes, workflows and operational procedures.

Skills & Knowledge Required

* Have several years’ experience in customer service, order management or sales operations.
* Demonstrate previous supervisory, team lead, deputy or mentoring experience.
* Possess strong ERP system knowledge, ideally SAP SD.
* Have experience with CRM or ticketing platforms such as Salesforce.
* Demonstrate excellent attention to detail and data accuracy.
* Confidently manage customer and logistics escalations.
* Possess strong problem-solving, communication and organisational skills.
* Experience within medical technology, pharmaceutical or a similar regulated environment is advantageous.

The successful Customer Service Supervisor will receive 25 days’ holiday plus bank holidays, healthcare benefits, contributory pension, life assurance, income protection and on-site parking.