Customer Service Supervisor

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