Customer Service Supervisor with Italian (All genders)

Merck Life Science; Wrocław; Híbrido; PLN 120.000 - 190.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Private medical care

Life insurance

Sports card

Prepaid lunch card

Paid days off

Flexible working hours

Language courses and development

Employee Assistance Program

Descripción de la vacante

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.

Formación

• 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).

Responsabilidades

• 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.

Conocimientos

English proficiency

Italian language

Team leadership

Customer service experience

Analytics mindset

Educación

Bachelor's degree in Business Management / Operations / Logistics

Herramientas

SAP

Oracle

Web-Based Order Management Systems

Descripción del empleo

Work Your Magic with us!

Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.

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 an excellent command of English and Italian, with additional European languages being a plus.
• 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.

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.

What we offer

We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We believe that this variety drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!