Supervisor, Export Customer Service

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

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.

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

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
• Demonstrates the company values: Integrity, Intensity, Innovation, and Involvement

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. Oxoid Remel Microbiology, acquired from Thermo Fisher Scientific, is now under the ownership of Astorg, a leading private equity firm with deep healthcare sector expertise and proven track record in diagnostics. With the continuity of trusted brands, established expertise and a long-standing reputation in microbiology, we’re looking for talented people to join us as we enter our next chapter of growth. Come and be part of what’s next for our company.