Customer Service Team Lead Nordics

In this recruitment, we collaborate with Haeger Carlsson. By applying for this position, you accept that your application will be forwarded to the recruitment agency.

Are you passionate about leading and developing a Nordic customer service team – while driving automation and smarter ways of working? We are now looking for a Customer Service Team Lead Nordics who wants to combine leadership, continuous improvement, and hands-on operational responsibility.

About the role

As Customer Service Team Lead, you will be responsible for a Nordic team of 9 Customer Service Representatives based across the Nordics. The team handles customer enquiries, order management and daily support to our customers in the Nordic markets. We place high value on strong local customer support and proximity to our customers and markets, and the purpose of this role is to maintain that local presence while streamlining and harmonizing our joint ways of working.

A key part of the role to identify, drive and implement automated and digitalized ways of working to increase efficiency, quality and customer satisfaction. This is a newly established role with the clear objective to streamline and further professionalize our cross-border customer support processes, creating a more scalable customer service organization with a strong and clear link to the commercial organization.

You will work closely with Purchasing, Warehouse & Logistics, the Commercial organization and other internal stakeholders. You will report directly to our COO. The position is based in Malmö, Sweden and includes some travels within the Nordics.

Key Responsibilities

Leadership and team development:

·       Lead, coach and develop a Nordic customer service team of 9 people

·       Set clear goals, follow up performance and provide continuous feedback

·       Work actively with competence development, workforce planning and team engagement

Automation and process improvement:

·       Map current customer service and order processes and identify opportunities for improvement and automation

·       Drive initiatives such as automated workflows, self-service solutions, templates, integrations and better use of existing systems

·       Collaborate with IT and other functions to define requirements, test and implement new solutions

·       Measure the impact of improvements (e.g. reduced manual work, shorter response times, fewer errors)

Operational responsibility and customer focus:

·       Ensure a high service level, professional communication and fast response times for customers across the Nordics

·       Handle escalated cases and support the team with complex issues

·       Monitor and follow up on customer service KPIs and initiate actions when needed

·       Contribute to consistent and scalable service delivery in all Nordic markets

About you

As a person, you are structured, solution-oriented and driven, with a confident leadership style that creates engagement and ownership within the team. You communicate clearly and in a pedagogical way, making it easy for others to understand and embrace change, and you enjoy driving transformation related to digitalization and new ways of working. You collaborate effectively across functions and countries to ensure a unified and consistent customer service organization. You are strongly customer-focused and have a high sense of quality, always looking for ways to improve and develop both processes and results, and you combine this with a strong commercial mindset where you understand how customer service directly impacts sales, profitability and long-term customer relationships.

Other qualifications:

·       Several years of experience in customer service, order management or a similar role, in a Nordic/international environment, with this experience gained within the last five years

·       Proven experience in leadership and in leading teams through change

·       Strong IT/system skills and a genuine interest in digitalization and automation of processes

·       Experience working with ERP. It’s an advantage if you have experience in Business Central, but not a must.

·       Strong analytical skills and the ability to use data insights to improve ways of working

·       Excellent communication skills in English and one Scandinavian language

For us, it is important that you contribute to a healthy culture that is characterized by humility, helpfulness, respect, great personal ownership and always with a clear focus on the patient and healthcare professionals.

We are looking forward to reading your application!