Supervisor Customer Service

Department: Customer Service
Reports to: Director of Customer Service Process Improvement
Location: Diegem, Belgium

About us

Medline is a leading provider of medical-surgical products and supply chain solutions, serving all points of care. Through a wide-ranging product portfolio, a robust supply chain network and modern clinical solutions, Medline helps healthcare providers (HCPs) improve their clinical, financial and operational outcomes. Headquartered in Northfield, Illinois, United States, the company employs more than 43,000 people worldwide and operates in more than 100 countries and territories. Outside the US, Medline International B.V. serves as the international headquarters and is located in the Netherlands (currently Arnhem; to be moved to Utrecht in 2025). To learn more about Medline’s operations in Europe, visit www.medline.eu.

Purpose

The Supervisor Customer Service leads and develops customer service teams while overseeing office operations to ensure world-class customer service, efficient tender management, and smooth day-to-day office functioning. This role plays a key part in driving operational excellence, supporting employee development, and continuously improving processes, systems, and office coordination.

How can you help us?

Team Leadership & People Development

• Make informed hiring and termination decisions in close collaboration with upper management.

• Lead, develop, and manage a diverse team across onsite and remote environments.

• Recruit, develop, and retain top talent to build and sustain high‑performing teams.

• Support employees in reaching their full potential by providing development opportunities and encouraging career growth.

• Conduct regular performance and objective reviews, offering continuous, timely, candid, and constructive feedback.

• Foster and maintain a positive, collaborative, and motivating team spirit.

Customer Service & Tender Operations

• Build, promote, and sustain a strong “Win Tender” culture within the team.

• Act as the escalation point for complex customer issues and tender-related cases.

• Support team members with problem-solving and take necessary actions when challenges arise.

• Assist with operational tasks as required by business needs to ensure continuity and performance.

• Ensure high-quality service delivery and strict compliance with internal processes and procedures.

• Monitor and ensure timely completion of daily tasks by all team members.

• Drive ongoing improvements and actively contribute to enhancements of systems and processes.

• Proactively escalate any issues that could jeopardize the timely and successful submission of tender responses.

Continuous Improvement & Process Optimization

• Identify opportunities for business improvements and actively support the implementation of new systems or processes.

• Encourage innovation and help the team find efficient, effective ways to overcome challenges and improve performance.

Managerial & Cross-Functional Support

• Support the Manager of Customer Service & Tender Management with operational and administrative activities.

• Translate organizational priorities into clear, actionable team goals and guide employees in managing workload and priorities.

• Communicate confidently and effectively with internal and external stakeholders at all organizational levels.

Office Management

• Oversee daily office operations to ensure a smooth, efficient, and welcoming working environment.

• Coordinate office services, including supplies, facilities management, equipment maintenance, and vendor relationships.

• Serve as the primary point of contact for internal teams and external partners regarding office logistics and administrative matters.

• Organize office events and support a positive workplace culture.

• Ensure full compliance with health, safety, and workplace standards.

• [try listing responsibilities shortly]

Are you a match?

You have preferably held a position such as Senior Customer Service Agent or Senior Tender Agent, gaining exposure to complex customer interactions and tender-related processes.

• Bring at least 5 years of relevant professional experience, ideally gained in: a customer service environment, tender or bid management, office management or administrative coordination (considered a strong plus), combined with a commercial or legal educational background.

• Fluency in English, Dutch, and French is mandatory.

• Excellent communication and active listening skills, with the ability to engage effectively at all levels.

• A responsible, trustworthy, and reliable mindset, paired with a strong commitment to delivering high-quality results.

• A genuine passion for providing outstanding customer service and operational support.

• The ability to motivate yourself and others, driving continuous improvement and new ways of working.

• Strong organizational and planning skills, enabling you to manage multiple priorities simultaneously.

• An agile mindset, with the flexibility to adapt quickly and reconfigure priorities for yourself and the team when needed.

• Confidence in interacting with a wide range of stakeholders, both internally and externally.

What we offer

• Market related salary and a bonus plan

• A range of training opportunities

• Employee Assistance Program

• Hybrid working option

• International working environment

Ready for a new challenge?

Medline thrives when everyone feels truly connected and empowered to contribute their unique insights. We aim to ensure an environment where every individual feels a strong sense of belonging and is fully engaged. We're eager to welcome applicants, regardless of background and/or lived experiences, recognising that our differences in perspectives enables us to carry out our mission to help improve healthcare delivery and outcomes. We look forward to receiving your application.

Contact

Please apply below with your CV or LinkedIn profile before 30th April 2026. We look forward hearing from you!