Hybrid Global Export Customer Service Leader

Adecco Portugal; Basingstoke; Hybrid; GBP 38,000 - 52,000; Full time

Benefits offered by this job

25 days holiday + bank holidays

Performance-related bonus

Career development opportunities

Job summary

Adecco is recruiting on behalf of a Life Sciences client for a Global Export Customer Service Supervisor based in Basingstoke. This role leads a team of Customer Service Representatives in a fast-paced, inbound environment, ensuring compliant, high-quality service for international orders.

The successful candidate will have export documentation experience, knowledge of global trade compliance, and the ability to drive continuous improvement while collaborating across Commercial, Supply Chain and

Qualifications

• Proven experience in people management within a customer service or call centre environment.
• Knowledge of export processes and Global Trade Compliance is essential.
• Strong analytical and problem-solving skills with a KPI-driven mindset.
• Excellent communication and interpersonal abilities.
• Exceptional organisational skills with a keen attention to detail.
• Experience with ERP systems and customer service tools.
• Ability to manage priorities and lead effectively in a fast-paced environment.

Responsibilities

• Leading, coaching, and developing Customer Service Representatives, fostering their professional growth and engagement.
• Acting as the primary escalation point for complex customer issues, ensuring timely and effective resolutions.
• Managing daily operations, including workload prioritisation, scheduling, and resource allocation.
• Monitoring and driving performance against KPIs such as service levels, productivity, and customer satisfaction.
• Supporting export order processes while ensuring compliance with Global Trade regulations and documentation requirements.
• Identifying and implementing process improvements to enhance efficiency and elevate the customer experience.
• Analysing performance and complaint data to drive corrective actions and continuous improvement.
• Collaborating cross-functionally with teams including Commercial, Supply Chain, Planning, Distribution, IT, and Technical departments.
• Supporting recruitment, performance reviews, training, and development activities.
• Communicating effectively with stakeholders and representing the function in meetings and projects.

Skills

People management

Analytical skills

Communication

Organisational skills

ERP systems experience

Tools

ERP systems

Customer service tools

Job description

Adecco is recruiting on behalf of a Life Sciences client for a Global Export Customer Service Supervisor based in Basingstoke. This role leads a team of Customer Service Representatives in a fast-paced, inbound environment, ensuring compliant, high-quality service for international orders.

The successful candidate will have export documentation experience, knowledge of global trade compliance, and the ability to drive continuous improvement while collaborating across Commercial, Supply Chain and