Customer Service Supervisor 1

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.

Business System & Process Supervisor

Your Role

You will lead a team of Business Systems & Process Specialists that supports Customer Service operations across LATAM, with regular interaction with global teams in the US, Canada, Europe, and APAC.

This is primarily a leadership position: approximately 60% of your time will be focused on leading people, organizing priorities, delegating, and making decisions. The remaining time will be split between project oversight at the leadership level — where you will be involved early in initiatives affecting your team, helping shape decisions before they cascade down to the specialists — and managing escalations and complex troubleshooting cases that require your direct involvement.

While you will not be part of the daily queue, you are expected to hold the same level of operational knowledge as your specialists and step in hands-on whenever the team needs support or coverage gaps appear. You will also stay close to the work by joining customer calls alongside your direct reports as often as possible, so you can speak intelligently about what your team does and the challenges they face.

You will manage 5–6 direct reports and act as the connection point between your team and broader business stakeholders, including project sponsors, regional leaders, and global counterparts. A core part of your role will be developing your people: coaching them, supporting their growth, and creating an environment where they can do their best work. You will own the quality, structure, and consistency of what your team delivers, ensuring that processes are followed, standards are maintained, and continuous improvement initiatives are executed with discipline.

Who You Are

• Bachelor's degree in Business Administration, Industrial Engineering, Information Systems, Supply Chain, or a related field
• Spanish is required; advanced English is required; Portuguese is preferred but not mandatory
• Proven people-leadership experience managing direct reports, with a management style centered on genuine care for your team's development, well-being, and growth — not solely on results delivery
• Demonstrated ability to coach, develop, and retain talent, dedicating intentional time to the growth of each person on your team
• Strong user-level knowledge of SAP SD (order entry and end-to-end order management process); able to speak the same technical language as your specialists and step in operationally when needed. Configuration or coding-level expertise is not required
• Background in Customer Service operations is desirable, as it helps you understand the day-to-day reality of your team and the customer experience they deliver
• Familiarity with process improvement methodologies (Lean, Six Sigma, or similar) is a plus, as your team is involved in continuous improvement initiatives
• Quality-oriented and highly organized, with the ability to keep work tracked, structured, and aligned to standards across a team handling multiple priorities
• Strong collaborator able to build trust and work effectively across regions, functions, and time zones with global counterparts and cross-functional stakeholders

What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We believe that 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 your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!

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