Customer Service Supervisor

Job description

Bring more to life. Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology? At Leica Biosystems, one of Danaher’s 15+ operating companies, our work saves lives—and we’re all united by a shared commitment to innovate for tangible impact. You’ll thrive in a culture of belonging where you and your unique viewpoint matter. And by harnessing Danaher’s system of continuous improvement, you help turn ideas into impact – innovating at the speed of life. At Leica Biosystems, we’re not just shaping the future of cancer diagnostics — we’re transforming lives. Our mission of “Advancing Cancer Diagnostics, Improving Lives” is the driving force behind everything we do. As a global leader with the most comprehensive portfolio spanning from biopsy to diagnosis, we empower clinicians with innovative, reliable solutions so they can give patients timely, accurate answers when they need them most. When you join Leica Biosystems, you’re not just taking a job; you’re becoming part of a passionate team that knows every moment matters when it comes to cancer. You’ll help develop diagnostic solutions that turn anxiety into answers, and aid the acceleration of next-generation, life-changing therapies. Surrounded by a diverse and collaborative global community, you’ll be inspired each day to stretch, grow, and make an impact. Learn about the Danaher Business System which makes everything possible. 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. In this role, you will have the opportunity to: 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 The essential requirements of the job include: 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 Travel, Motor Vehicle Record & Physical/Environment Requirements: Travel: up to 10% (international) for training, team and management meetings Ability to work on-site, flexible shift schedule in Deer Park, IL. It would be a plus if you also possess previous experience in: 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 Leica Biosystems, a Danaher operating company, offers a broad array of comprehensive, competitive benefit programs that add value to our lives. Whether it’s a health care program or paid time off, our programs contribute to life beyond the job. Check out our benefits at Danaher Benefits Info. The annual salary range for this role is $92,000 - $98,000. This is the range that we in good faith believe is the range of possible compensation for this role at the time of this posting. This range may be modified in the future. This job is also eligible for bonus/incentive pay. We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance and 401(k) to eligible employees. Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allowable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law. Join our winning team today. Together, we’ll accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life. For more information, visit www.danaher.com. Danaher Corporation and all Danaher Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The U.S. EEO posters are available here. For candidates who are based outside of New York City or who are applying for roles outside of New York City, for more information about conditions of any job offer please click here. We comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact:1-202-419-7762 or applyassistance@danaher.com.