Customer Service Supervisor

Your team

The Customer Service team in Poland is part of the EMEA Supply Chain organization, which brings together key functions such as inventory planning, warehousing, transport and customer service to ensure reliable, end-to-end support for our customers and business.

In Poland, our Customer Service team consists of four colleagues and works closely with Sales, Supply Chain Planning, the Tender Office and other internal stakeholders. The team is experienced, collaborative and plays a central role in ensuring excellent customer service, smooth order management and effective cross-functional alignment.

Your responsibilities

• Lead, coach and develop the local Customer Service team, creating an environment where collaboration, accountability and customer focus thrive.
• Coordinate and monitor the team's daily activities, including order processing, customer requests and escalations.
• Ensure orders are entered accurately and processed on time to support reliable delivery performance.
• Monitor order fulfilment and proactively manage customer communication in case of deviations.
• Support and maintain effective customer service processes, including documentation and invoicing activities.
• Supervise EDI flows and support the implementation of new customers and catalogues.
• Manage contract administration, master data activities and related customer information processes.
• Build and maintain a strong partnership with Sales to ensure alignment on customer priorities, product availability and operational challenges.
• Take the lead in implementing new processes and operational flows, while driving continuous improvement and automation initiatives.
• Proactively follow up on product allocations and consignment stock management in close collaboration with Sales and Supply Chain stakeholders.
• Monitor and steer business performance through KPIs, driving service improvements and operational excellence.
• Participate in local and EMEA-wide projects, report key business updates to management and ensure compliance with company procedures, quality standards and J-SOX controls.

Your profile

• Bachelor’s degree in Supply Chain, Business Economics or a similar field, or equivalent experience.
• Solid experience in Customer Service, ideally within the medical device, healthcare or pharmaceutical sector.
• Previous people management experience or strong leadership potential, with the ability to coach a team.
• Excellent understanding of order management, customer service processes and stock control processes, including consignment stock.
• Fluent in Polish and a good command of English, both written and spoken, allowing you to communicate confidently with local teams and EMEA stakeholders.
• Excellent communication skills, with the ability to build trust and foster collaboration across teams through a constructive and diplomatic approach.
• Customer-focused and business-aware, with the ability to balance customer needs, business priorities and stakeholder expectations.
• Hands‑on, solution-oriented and comfortable switching between operational support and process improvement initiatives.
• Curious and improvement-driven, always looking for smarter ways of working and opportunities to enhance the customer experience.
• A true team player who enjoys bringing people together, sharing ideas and driving positive change as a group.

What we offer

At Terumo, you'll have the opportunity to lead a customer-facing team that plays a vital role within the Supply Chain organization. You'll work in an international environment where collaboration, continuous improvement and customer focus are at the heart of everything we do. This role offers the opportunity to make a tangible impact by developing people, improving processes and contributing to projects that enhance customer experience across the business.

You'll join a company with a strong reputation in healthcare and become part of an organization committed to innovation, quality and long-term growth.