Customer Service Supervisor

At Terumo, we advance lifesaving medical technologies to benefit society. Are you eager to make a difference with us? Here, you’ll grow your expertise while staying true to your personal aspirations.

Guided by our Japanese heritage, we act with respect, take ownership, and pursue continuous improvement. If you see yourself in our values, keep reading; this might be the opportunity you're looking for.

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.

As Customer Service Supervisor, you will lead an experienced Customer Service team while ensuring excellent support to customers and strong collaboration with internal stakeholders. You will combine people leadership with a hands-on operational approach, supporting daily activities when needed while driving continuous improvement, process optimization and business alignment. Through your partnership with Sales, Supply Chain and other key stakeholders, you will help ensure a smooth customer journey and contribute to the continued growth and success of the business.

• 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.

• Bachelor’s degree in Supply Chain, Business Economics or a similar field, or equivalent experience.
• Solid experience in Customer Service 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.

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…