Customer Service Supervisor 

We are recruiting for this role on behalf of our client Merck Business Solutions Europe, a global science and  technology company based in Wroclaw. This role operates on a hybrid work model, with an initial full-office  onboarding period, followed by two days per week in the office. 

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. 

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 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.
• Fluency in English is mandatory, other European languages encouraged 

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. 

We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We believe  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 their own pace.  

Apply now and become part of a team dedicated to Sparking Discovery and Elevating Humanity!