Customer Service Supervisor

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 know s 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 Syste m 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