Customer Service Supervisor
About The Position
The Customer Service Supervisor is responsible for leading a global Customer Care team who is responsible for delivering exceptional customer experience while ensuring compliance with international shipping regulations and export documentation requirements. This role oversees daily customer support operations, order management, export documentation, and cross-functional collaboration with Sales, Supply Chain, Manufacturing, Logistics, Quality, and Trade Compliance. This position reports to the Director of High Growth Markets and is part of the Global Customer Care Center of Excellence located in Deer Park, IL and will be an on-site role. This role will primarily support our EMEA Indirect and RCIS regions.
Requirements
- High School Diploma or GED with at least 8 or more years of customer service experience, including at least 4 years in a supervisory or team leadership role, with experience supporting global customers and international export operations OR Associates / Bachelor's Degree with at least 4 years customer service and at least 2 years supervisory/team leadership experience
- Strong knowledge of export shipping documentation, customs requirements, and international trade processes
- Experience with SAP, SAP S/4HANA, Salesforce CRM or similar ERP experience
- Experience supporting global customers and international export operations
- Ability to work on-site, flexible shift schedule in Deer Park, IL.
Nice To Haves
- Experience in medical devices, diagnostics, healthcare, or life sciences industry
- Coordinate export documentation, including Commercial Invoices, Certificates of Analysis (COAs), Certificates of Conformance (COCs), Certificates of Origin, and other customs documentation
- Previous exposure to Danaher Business System (DBS) tools and continuous improvement methodologies
Responsibilities
- Lead, coach, and develop a global Customer Care team
- Oversee customer orders, inquiries, complaints, returns, and service requests
- Ensure compliance with international shipping regulations and export documentation requirements
- Coordinate export documentation, including Commercial Invoices, Certificates of Analysis (COAs), Certificates of Conformance (COCs), Certificates of Origin, and other customs documentation
- Partner with Trade Compliance, Logistics, Manufacturing, Distribution Centers, and Quality to resolve export documentation issues and minimize shipment delays
- Monitor key performance indicators (KPIs), including order accuracy, response times, backlog, customer satisfaction, and SLA performance
- Drive process improvements to enhance operational efficiency and customer experience
Benefits
- paid time off
- medical/dental/vision insurance
- 401(k)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
