Customer Service Supervisor — Lead a High-Energy Team (Hybrid)

Merck Life Science

Wrocław

Hybrid

PLN 120,000 - 190,000

Full time

2 days ago

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Benefits offered by this job

Private medical care

Life insurance

Sports card

Prepaid lunch card

Paid days off

Flexible working hours

Language courses and development

Employee Assistance Program

Job summary

Merck Life Science in Wroclaw is seeking a Customer Service Supervisor to lead a high-energy team, ensuring best-in-class service and efficient order-to-fulfillment. You will coach performance against SLAs and collaborate with Commercial, Finance and Distribution.

The role emphasizes analytics to improve processes, drive changes in regional service strategy, and develop a positive, inclusive culture. Office-based with standard hours 8:00–17:30 CET and occasional travel.

Qualifications

At least 4 years of experience in customer service or operations.
Proven track record of leading teams of 10+ people.
Bachelor's degree in business management, operations, logistics, or a related discipline.
Strong knowledge of Excel and ERP/order management systems (SAP/Oracle).

Responsibilities

Lead and coach a high-energy customer service team to meet service levels.
Manage the full order-to-fulfillment cycle and coordinate with Commercial, Finance and Distribution.
Use performance analytics to identify process improvements and drive changes.
Support regional service strategy and foster an inclusive, high-performance culture.
Occasional travel and adapt to evolving business needs.