Oxoid Remel Microbiology (Acquired from Thermo Fisher Scientific)
Supervisor, Export Customer Service
Get notified of more jobs like this · No spam, ever
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
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-01353750
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.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
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
Get help with your application
Your very own career expert that helps elevate your application to the next level.
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.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London