Hybrid Customer Service Supervisor – Lead a High-Impact Team

Merck Life Science; Wrocław; Hybrid; PLN 60,000 - 90,000; Full time

Benefits offered by this job

Private medical care

Life insurance

Sports card

Prepaid lunch card

Job summary

Merck Life Science in Wroclaw is seeking a Customer Service Supervisor to lead a high-energy team and ensure best-in-class customer experience. You will own the order-to-fulfillment cycle and collaborate with Commercial, Finance and Distribution to optimize service levels.

Based in our local office with onboarding in-office and a shift to a hybrid model, the role requires strong leadership, multilingual communication (English and Spanish), and solid experience in customer service and supply

Qualifications

• Bachelor's degree in business management, operations, logistics, or related field.
• At least 4 years in customer service or operations.
• Experience leading teams of 10+ people.
• Expert knowledge of Microsoft Office, especially Excel.
• Hands-on experience with SAP, Oracle or Web-based Order Management Systems.
• Strong understanding of the supply chain and distribution logistics.
• Ability to use performance analytics to improve service levels.
• Ability to communicate strategy to reports and senior management.
• Thrives in fast-paced environments.
• Familiar with ISO quality and safety standards.

Responsibilities

• Lead and coach a high-energy team to deliver best-in-class customer service.
• Manage the full order-to-fulfillment cycle and collaborate with Commercial, Finance and Distribution.
• Use performance analytics to identify improvements and drive changes.
• Grow by driving initiatives and contributing to regional service strategy.
• Work from the local office with standard hours and occasional travel.

Skills

Team leadership

Performance analytics

English fluency

Spanish proficiency

Excel proficiency

Education

Bachelor's in Business Management

Bachelor's in Operations

Bachelor's in Logistics

Tools

Excel

SAP

Oracle

Order Management Systems

Job description

Merck Life Science in Wroclaw is seeking a Customer Service Supervisor to lead a high-energy team and ensure best-in-class customer experience. You will own the order-to-fulfillment cycle and collaborate with Commercial, Finance and Distribution to optimize service levels.

Based in our local office with onboarding in-office and a shift to a hybrid model, the role requires strong leadership, multilingual communication (English and Spanish), and solid experience in customer service and supply