Group Leader Customer Service

Miltenyi Biotec; Bisley; Hybrid; GBP 38,000 - 52,000; Full time

Job summary

Miltenyi Biotec in Bisley, Surrey, is seeking a Sales Support Lead to guide the Sales and Service Support team. You will set objectives, monitor performance, and coach for professional growth, ensuring high-quality responses and prompt issue resolution.

You will optimise processes in ERP/CRM, maintain data integrity, and coordinate spare parts management to meet targets. A hybrid working model and UK residency are expected.

Qualifications

• Bachelor's degree in Business, Sales, Marketing, or related field.
• 3-5 years experience in sales support or customer service.
• 1-2 years experience supervising or leading a team.
• Fluent English with strong business communication.

Responsibilities

• Lead Sales and Service Support team; set objectives and monitor performance.
• Ensure timely customer responses, order processing, and issue resolution.
• Optimize processes in ERP/CRM and ensure order entry accuracy.
• Coordinate spare parts management and service admin support.
• Track KPIs on order accuracy, response time, and customer satisfaction.

Skills

Team leadership

English fluency

Communication

Multitasking

Education

Bachelor's degree in Business, Sales, or Marketing

Tools

SAP

MS Office

ERP/CRM systems

Job description

• Operational and disciplinary leadership of Sales and Service Support team including employee development. Setting objectives, monitoring performance, and providing regular feedback and support for professional growth on continous basis.
• Ensure high-quality, timely responses to customer inquiries, order processing, and issue resolution on daily basis. Oversee escalation processes so that urgent matters are handled quickly and effectively.
• Optimising process and system management and increase the efficiency of the Sales and Service Support team via regular evaluation and optimization. Ensure order entry accuracy for both products and spare parts, maintaining data integrity in ERP/CRM systems.
• Coordination of service admin support (e.g. spare parts and units management). Manage spare parts ordering, stock levels, and fulfilment, working closely with the service team to meet turnaround targets. Collaborate with service engineers and planners to ensure parts availability aligns with maintenance and repair schedules. Support third party management, return shipments and demo shipment pools.
• Coordination support for tenders in close coordination with sales and marketing team.
• Track and report KPIs including order accuracy, response time, customer satisfaction, and spare parts fulfilment rates. Gather customer feedback and work cross-functionally to improve service delivery and operational performance.
• Bachelor's degree in Business, Sales, Marketing, or a related field preferred.
• Minimum of 3-5 years of experience in sales support, customer service, or a related role.
• at least 1-2 years experience with supervision or team leadership.
• Hands-on, agile leader, comfortable multitasking and coordinating across multiple teams.
• Proficiency in using Microsoft office applications (MS Word, MS PowerPoint, MS Excel and MS Teams) and ERP/CRM systems. Experience with SAP is a strong plus.
• Fluent in English and excellent business communication skills (verbal, written).
• The Sales Support team is located in our office based in Bisley, Surrey. A hybrid working model can be discussed. A valid work permit / UK residency is expected.
• Diversity: International teams and cross-border intercultural communication
• Room for creativity: It's the most clever solution that we always strive for
• Miltenyi University: A clever mind never stops learning, take advantage of our in-house Training Academy