Call center supervisor Work, Jobs in Swanmore, Ham (with Salaries)

Supervisor, Export Customer Service
Thermo Fisher Scientific —Basingstoke
- Full-time
- Management
- Customer service
- ERP systems
14d

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Supervisor, Export Customer Service

Thermo Fisher Scientific -
Basingstoke

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Job details

Full-time
14 days ago

Qualifications

Management
Customer service
ERP systems
Analysis skills
Organisational skills
Communication skills

Full job description

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Thermo Fisher Scientific recently announced that it has entered into an agreement to sell its microbiology business to Astorg, a leading pan-European private equity firm with deep expertise in healthcare, focused on a select set of subsectors, including pharmaceutical services and technology, medtech and related services, life science tools and diagnostics.

This decision follows a thoughtful evaluation as part of Thermo Fisher’s ongoing business strategy to actively manage and strengthen our portfolio.

We expect the transaction will be completed in the second half of 2026, subject to customary closing conditions and applicable regulatory approvals. Until the transaction is complete, Thermo Fisher will continue to operate the business.

If you join the microbiology business prior to the close of the transaction, your employment is expected to transition to Astorg.

For more information, please review:

Thermo Fisher’s press release

Astorg press release

The Customer Service Export Supervisor leads a team of Customer Service Representatives in a fast-paced, inbound environment, ensuring delivery of a consistent, high-quality customer experience aligned with business strategy. This role provides on-the-floor leadership, manages escalations, and drives performance through KPI management, coaching, and continuous improvement, while ensuring compliance with global export requirements.

DESCRIPTION

Lead, coach, and develop CSRs, supporting performance, engagement, and professional growth
Act as the primary escalation point, resolving complex customer issues in a timely and effective manner
Manage daily operations, including workload prioritization, scheduling, and resource allocation
Monitor and drive performance against KPIs (e.g., service levels, productivity, customer satisfaction)
Support export order processes, ensuring compliance with Global Trade regulations and documentation requirements
Identify process improvement opportunities and implement solutions to enhance efficiency and customer experience
Analyze performance and complaint data to drive corrective actions and continuous improvement
Collaborate cross-functionally with Commercial, Supply Chain, Planning, Distribution, IT, and Technical teams
Support recruitment, performance reviews, training, and development activities
Communicate effectively with stakeholders and represent the function in meetings and projects

REQUIREMENTS

Proven people management experience in a customer service or call centre environment
Knowledge of export processes and Global Trade Compliance preferred
Strong analytical and problem-solving skills with a KPI-driven mindset
Excellent communication and interpersonal skills
Strong organizational skills with attention to detail
Experience with ERP systems and customer service tools
Ability to manage priorities and lead effectively in a fast-paced environment
Demonstrates Thermo Fisher Scientific values: Integrity, Intensity, Innovation, and Involvement

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