Customer Service Supervisor

Customer Service Supervisor – International Operations

Industry: Healthcare / Medical Devices

The Opportunity

We are partnering with an established, international Medical Devices organisation that is looking to appoint a Customer Service Supervisor to support its international customer service operations.

This is an excellent opportunity for an experienced customer service professional who enjoys combining hands-on operational responsibilities with team leadership, data analysis and continuous improvement.

Working closely with international supply chain leadership, the successful candidate will play a key role in ensuring excellent service delivery to distributors and direct customers across international markets. The position offers the opportunity to make a genuine impact on customer experience, operational efficiency and team development within a growing global organisation.

Key Responsibilities

• Provide day-to-day leadership to a team of 3, guidance and support to an international customer service team.
• Oversee customer enquiries, order management, complaint resolution and service-related escalations.
• Support, coach and develop team members, ensuring adherence to established processes and service standards.
• Analyse customer service performance data, identify trends and recommend operational improvements.
• Prepare reports and monitor key performance indicators relating to service quality, efficiency and customer satisfaction.
• Develop and deliver training on new and existing customer service procedures.
• Work closely with supply chain, operations and other internal departments to resolve issues and improve customer experience.
• Support order fulfilment activities for selected key accounts when required.

Ideal Candidate

• Previous customer service experience within the healthcare, medical devices or pharmaceutical industry .
• Approximately 3–4 years of experience in data analysis, reporting or performance monitoring.
• Previous team leadership or supervisory experience, ideally up to 2 years, although candidates looking to take their next step into management are also encouraged to apply.
• Strong analytical and problem-solving skills, with experience identifying root causes and implementing process improvements.
• Experience supporting international customers, distributors or complex order management processes would be advantageous.
• Excellent communication and relationship-building skills.
• Strong organisational skills and the ability to manage multiple priorities.
• A proactive, customer-focused approach with a passion for delivering service excellence.

Interested in Learning More?

If you have a background in customer service within healthcare, medical devices or pharmaceuticals and are looking for an opportunity to develop your leadership experience, we'd love to hear from you.

Apply directly or contact Gilcroft Global for a confidential discussion.