Global Export CS Lead: Elevate Service & Compliance

Oxoid Remel Microbiology; Basingstoke; On-site; GBP 42,000 - 56,000; Full time

Job summary

Oxoid Remel Microbiology is seeking a Customer Service Export Supervisor to lead a team of CSRs in a fast-paced, inbound environment. You will act as the primary escalation point for complex issues, manage daily operations, and drive performance through KPI management and continuous improvement.

You will ensure compliance with Global Trade regulations, support export order processes, and collaborate with Commercial, Supply Chain, Planning, Distribution, IT, and Technical teams to deliver

Qualifications

• Proven people management experience in a customer service environment.
• Knowledge of export processes and Global Trade Compliance preferred.
• Strong analytical and KPI-driven problem solving.
• 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.

Responsibilities

• 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.

Skills

People management

Export processes

KPI analysis

Communication

Organizational skills

ERP systems

Cross-functional work

Analytical thinking

Tools

ERP systems

Job description

Oxoid Remel Microbiology is seeking a Customer Service Export Supervisor to lead a team of CSRs in a fast-paced, inbound environment. You will act as the primary escalation point for complex issues, manage daily operations, and drive performance through KPI management and continuous improvement.

You will ensure compliance with Global Trade regulations, support export order processes, and collaborate with Commercial, Supply Chain, Planning, Distribution, IT, and Technical teams to deliver