Global Customer Care Leader, Life Sciences & Export

Leica Biosystems

Deer Park (IL)

On-site

USD 92,000 - 98,000

Full time

8 days ago

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Benefits offered by this job

401(k)

Medical insurance

Dental/Vision insurance

Paid time off

Job summary

Leica Biosystems in Deer Park, IL, is seeking a Customer Service Supervisor to lead a global care team, manage orders, inquiries, and export documentation, and ensure compliance with international shipping rules. This on-site role collaborates with Sales, Supply Chain, Manufacturing, Logistics, Quality, and Trade Compliance to deliver exceptional service.

The role requires a high school diploma or equivalent (or higher) with 4+ years in customer service and 2+ years supervisory experience, plus

Qualifications

High School Diploma or GED with 8+ years of customer service experience or Associates/Bachelor's with 4+ years in customer service and 2+ years in leadership
Strong knowledge of export shipping documentation and international trade processes
Experience with SAP, SAP S/4HANA, Salesforce CRM or similar ERP systems
Experience supporting global customers and international export operations

Responsibilities

Lead, coach, and develop a global Customer Care team
Oversee orders, inquiries, complaints, returns, and service requests
Ensure compliance with export regulations and documentation requirements
Coordinate export documentation (invoices, COAs, COCs, origin) and other customs docs
Collaborate with Trade Compliance, Logistics, Manufacturing, Distribution Centers, and Quality
Monitor KPIs such as order accuracy, response times, backlog, and SLA performance
Drive process improvements to enhance efficiency and customer experience