Customer Service Supervisor

Biopharma Careers; Wrocław; Hybrid; PLN 120,000 - 160,000; Full time

Benefits offered by this job

Private medical care

Life insurance

Sports card

Prepaid lunch card

Additional paid days off

Flexible working hours

Language courses support

Employee Assistance Program

Job summary

Biopharma Careers is seeking a Customer Service Supervisor in Wroclaw to lead a fast-paced team and deliver exceptional service. You will oversee the full order-to-fulfillment process, collaborate with cross-functional partners, and apply analytics to drive improvements.

The role offers hybrid work after onboarding and regular interaction with the broader business. You will bring 4+ years in customer service/operations, a business-related bachelor's degree, and strong Excel/SAP/Oracle

Qualifications

• 4+ years experience in customer service or operations with teams of 10+ people.
• Bachelor's degree in business management, operations, logistics or related discipline.
• Expert knowledge of Microsoft Office (Excel) and hands-on experience with SAP, Oracle or Web-Based Order Management Systems.
• Strong understanding of the supply chain, including order-to-fulfillment cycles and distribution logistics.
• Experience using performance analytics to measure service levels and drive improvements.
• Excellent communication to translate business strategies to reports and teams.
• Comfort with ISO quality/safety standards and regulatory requirements.
• Fluent English; other European languages encouraged.

Responsibilities

• Lead and coach a high-energy customer service team of 10+ people.
• Drive performance against service levels and optimize the order-to-fulfillment cycle.
• Collaborate with Commercial, Finance and Distribution teams.
• Use performance analytics to identify process improvements.
• Contribute to regional service strategy and change initiatives.
• Maintain contact center hours with occasional travel to stay connected.

Skills

Leadership

Team management

Communication

Analytical thinking

Fast-paced environment

Education

Bachelor's degree in Business Management / Operations / Logistics

Tools

Microsoft Office (Excel)

SAP

Oracle

Web-Based Order Management Systems

Job description

Work model: 5 days per week from office in Wroclaw for onboarding and initial collaboration, after which a hybrid model will be followed

YOUR ROLE:

As our new Customer Service Supervisor, you will lead and coach a high-energy team dedicated to delivering a best-in-class experience for our customers. You will focus on driving team performance against key service levels while fostering a positive, inclusive, and high-performance culture. In this role, you'll manage the full order-to-fulfillment cycle and collaborate closely with partners in Commercial, Finance and Distribution.

We want you to use performance analytics to identify improvements in our strategy and processes, ensuring an effortless journey for our customers. You will have the opportunity to grow by driving change initiatives and contributing to our regional service strategy. This role is based in our local office with standard contact center hours from 8:00 am to 5:30 pm CET with occasional travel required to stay connected with the broader business.

WHO YOU ARE:

• You have at least 4 years of experience in a customer service or operations environment with a proven track record of managing teams of at least 10 people.
• You hold a bachelor's degree in business management, Operations, Logistics, or a related scientific/medical discipline.
• You possess expert knowledge of Microsoft Office (especially Excel) and have hands-on experience with SAP, Oracle or Web-Based Order Management Systems.
• You have a strong understanding of the supply chain, including order-to-fulfillment cycles and distribution logistics.
• You are comfortable using performance-based analytics to measure service levels and drive continuous workforce improvements.
• You can effectively communicate business strategies and provide clear direction to direct reports and senior management.
• You thrive in fast-paced environments, managing multiple priorities and resources to achieve consistent business results.
• You are familiar with quality and safety standards, such as ISO certifications, ensuring all team activities meet regulatory requirements.
• Excellent command of English is essential, other European languages encouraged

YOUR MAIN BENEFITS:

• Health and well-being: Get access to private medical care, life insurance, and sports card, receive prepaid lunch card
• Work-Life balance: Enjoy additional paid days off, flexible working hours.
• Learning and Development: Take advantage of co-financing for language courses, trainings, and certifications as well as other development opportunities
• Employee support and engagement: Benefit from Employee Assistance Program and join employee engagement groups for support and connection.

Information on how we process your personal data for recruitment purposes, you can find on the registration form in our Recruitment Portal.