Supervisor, Export Customer Service

Work Schedule Standard (Mon-Fri) Environmental Conditions Office Job Description 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 Thank you for your interest as you consider starting a new career journey with us. As the world leader in serving science, our colleagues develop critical solutions through innovation—and build rewarding careers. Discover their extraordinary stories and connection to our Mission to enable our customers to make the world healthier, cleaner and safer. Their work is a story of purpose. What story will you tell? Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of more than $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our global team delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. Thermo Fisher Scientific is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.