Customer Service Supervisor English/French Speaking

About the role

MilliporeSigma is looking for a bilingual Customer Service Supervisor to lead a team of 10‑12 representatives in Costa Rica. You will be the bridge between the sales organization and the contact centre, ensuring smooth order‑to‑fulfilment operations while delivering high‑quality service to our customers.

Key responsibilities

• Lead, coach and develop a team of 10‑12 customer service representatives.
• Manage performance across the order‑to‑fulfilment cycle, including sales support, logistics coordination and key account management.
• Monitor and improve contact‑center KPIs such as phone abandonment rate, speed to answer, schedule adherence and login time.
• Set individual and team goals, use performance data to drive operational decisions, and report results to senior leadership.
• Handle customer escalations and ensure service level agreements are met.
• Drive continuous improvement of processes, policies and training programs.

Required profile

• Minimum 3 years of experience directly supervising customer service or operations teams of 10+ members.
• Proven track record managing contact‑center KPIs.
• Hands‑on experience with the order‑to‑fulfilment cycle, sales support, logistics or key account management.
• Advanced English proficiency (C1 minimum) with strong written and verbal communication skills.
• Bachelor’s degree in Business Management, Operations or Logistics preferred.

Required skills

• Microsoft Excel
• Oracle or SAP (or similar web‑based order management and call‑center systems)
• Data analysis and reporting tools

What we offer

• A dynamic, innovative environment focused on scientific and technological advancement.
• Opportunities for professional growth and development.
• Collaborative culture that values curiosity and diverse perspectives.