Customer Service Supervisor (Medical Diagnostics)

Location: On-site in Deer Park, Illinois, United States; flexible shift schedule required, with up to 10% international travel.

Annual salary: $92,000–$98,000, plus eligibility for bonus or incentive pay.

Company

Leica Biosystems is a hirify.global operating company developing cancer diagnostic solutions across the biopsy-to-diagnosis workflow.

What you will do

• Lead, coach, and develop a global Customer Care team.
• Oversee customer orders, inquiries, complaints, returns, and service requests.
• Coordinate export documentation, including commercial invoices, certificates of analysis, certificates of conformance, certificates of origin, and customs documentation.
• Partner with Trade Compliance, Logistics, Manufacturing, Distribution Centers, and Quality to resolve documentation issues and minimize shipment delays.
• Monitor order accuracy, response times, backlog, customer satisfaction, and SLA performance.
• Drive process improvements that increase operational efficiency and customer experience.

Requirements

• High School Diploma or GED with at least 8 years of customer service experience, including at least 4 years in supervision or team leadership; or an Associate's or Bachelor's degree with at least 4 years of customer service experience and 2 years of supervisory or team leadership experience.
• Experience supporting global customers and international export operations.
• Strong knowledge of export shipping documentation, customs requirements, and international trade processes.
• Experience with SAP, SAP S/4HANA, Salesforce CRM, or a similar ERP system.
• Ability to work on-site in Deer Park, Illinois, on a flexible shift schedule.

Nice to have

• Experience in medical devices, diagnostics, healthcare, or life sciences.
• Exposure to hirify.global Business System tools and continuous improvement methodologies.

Culture & Benefits

• Paid time off and medical, dental, and vision insurance.
• 401(k) benefits for eligible employees.
• Bonus or incentive pay eligibility.
• Work within a global, collaborative life sciences organization focused on continuous improvement.