Nordic Customer Service Manager

We Make Life More Rewarding and Dignified 

Location: Fredensborg 
Department: Sales

Join our amazing company to make a difference in people's life!

The Customer Service Manager Nordics is responsible for leading the Nordic Customer Service organization in supporting the Nordic Business Unites to secure that the delivery of a superior customer experience. The Customer Service Manager should work both strategic and operational to secure a seamless support of our customers and will be the Customer Service point of contact for the Nordic countries.
The Customer Service Manager is expected to drive Customer Service Excellence by leading, coaching and supporting the customer service team.
The CS Manager will play a key role in both internal and external key stakeholders management and will have a close collaboration with the sales and marketing organization in the Nordics, key stakeholders at Roosendal Logistic, EDI team and Nordic procurement partners and distributors in the Nordic countries.

Responsibilities:
•    Lead, coach and develop the Customer Service Team Nordics
•    Lead the team in securing an internal and external superior customer experience.
•    Manage daily coordination of the Nordic Customer Service team according to KPI`s
•    Coordinate internal Sales and Marketing support
•    Handle orders, calls, samples, backorders and claims based upon KPI
•    Administrative back-office tasks: tender support, pricelists, marketing materials etc.
•    Outbound calls to customers and proactive approach towards customers and collaboration partners based upon request.
•    Participate in external customer events in the Nordics
•    Debitor responsibility
•    Contract manager
•    Attend Global Customer Service meetings and contribute to global projects and/or initiatives.
•    Written and oral communication towards customers

Essential Functions of the Role:
•    Able to access the Fredensborg office daily in DK.
•    Being able to travel across the Nordics on a montly basis

Work Experience Requirements
•    Number of Overall Years Necessary: 2-5

Education Requirements
•    High level secondary education is essential. 
•    A degree is desirable but not essential.

Specialized Skills/Technical Knowledge:
•    Proven management/leadership and coaching skills
•    Ability to work under own initiatives.
•    Ability to work under pressure and prioritize activities.
•    Willingness to learn and adapt fast to changes.
•    Can assert own ideas and persuades others; gains support and commitment from others; mobilizes people to take action.
•    Ability to project manage and construct organised systems to ensure projects and requests are completed efficiently and in a timely manner.
•    Be organized, focused and apply an analytical approach 
•    Excellent attention to detail
•    Excellent communication, interpersonal, service and networking skills – strong oral and written comprehension and expression
•    Confident and competent on the telephone, in person, in writing professional e-mails and in a customer-facing environment.
•    High level of competence in Word, Excel, Powerpoint, CRM system, outlook, SAP 
•    Team player with a friendly, helpful attitude who goes the extra mile to get the job done.

Key Internal Relationships
•    Nordic Leadership Team
•    Key Account Manager, Nordics
•    Nordic Sales Organisation
•    Nordic Marketing Organisation
•    Nordic Business Analysts
•    Logistic

Local Specifications (English and Local Language):
•    Must be fluent in Danish and furthermore one Nordic language would be preferred 
•    Fluent in English
 

This position is a temporary one to cover for an Associate who will soon be out in maternity leave. Take this opportunity to join and guide an amazing team in delivering a superior customer experience on a Nordic level!

About Hollister Incorporated

Hollister Incorporated is an independent, employee-owned company that develops, manufactures and markets healthcare products worldwide. The company spearheads the advancement of innovative products for ostomy care, continence care and critical care, and also creates educational support materials for patients and healthcare professionals. Headquartered in Libertyville, Illinois, Hollister has manufacturing and distribution centers on three continents and sells in nearly 80 countries. Hollister is a wholly owned subsidiary of The Firm of John Dickinson Schneider, Inc., and is guided both by its Mission to make life more rewarding and dignified for people who use our products and services, as well as its Vision to grow and prosper as an independent, employee-owned company, and in the process, to become better human beings. 
 

 Hollister is an EO employer – M/F/Veteran/Disability