Customer Support Manager: Delivering Exceptional Service

6 days ago


Sundsvall, Sweden Permobil Full time

About Permobil

We are a leading provider of advanced assistive solutions, dedicated to enhancing the lives of individuals with disabilities. Our purpose is to create innovative products that improve mobility and independence.

Job Summary

We are seeking an experienced Customer Support Manager to oversee our customer service operations in Denmark, Norway, and for our Panthera brand. As a key member of our team, you will be responsible for providing coaching, guidance, and support to ensure high standards of customer service delivery.

Key Responsibilities:

  • Oversee daily operations of the customer support organization, ensuring provision of visible leadership and accountability for local and remote team members.
  • Develop and motivate staff, ensuring they have the necessary skills and resources to excel in their roles.
  • Drive customer satisfaction towards targets, continuously working on improvements and ensuring service level agreements and performance indicators are met.
  • Analyze and report performance against agreed targets, using dashboards and performance matrices to track progress.
  • Prepare and conduct call quality monitoring and coaching sessions, identifying training needs and recommending solutions.
  • Act as escalation point for customer complaints, resolving issues promptly and professionally.
  • Develop, review, and manage service level agreements (SLAs) with local teams, stakeholders, and interface functions.
  • Plan and optimize schedules to ensure efficiency within the organization.
  • Initiate and drive process improvement and system implementations within the area.

Requirements

  • Education in Business Administration, Engineering, Finance, or other relevant fields.
  • Proven track record as a people manager or management consultant.
  • 2+ years' experience in managing people or projects.
  • Good IT skills; experience with D365 would be an advantage.
  • Strong leadership and organizational skills, with ability to drive change.
  • Ability to structure and prioritize work in complex international environments with various stakeholders.
  • Fluency in English; additional languages may be advantageous.
  • Excellent verbal and written communication skills.

Why Join Us?

  • You'll make a difference every day, contributing to the development of life-enhancing products and services.
  • You'll join a collaborative and dynamic team, working together to innovate and improve the lives of individuals with disabilities.
  • You'll have opportunities to develop your skills and expertise, with access to training and professional growth.
  • You'll be part of a company committed to sustainability and continuous improvement.

Salary Range: 120,000 - 150,000 USD per annum, dependent on experience and qualifications.



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