Customer Service Representative at DANX AB

DANX AB · Full-time

Skrittvägen 3 , Vaggeryd, Sweden

Do you want to work in a role where pace, responsibility, and problem-solving come together every day? Do you thrive in a system-intensive environment where structure and service quality are crucial? Now we're strengthening our customer service team in Vaggeryd and we're looking for you to work in a business-critical function with high pace and clear goals. About the Role As a Customer Service Representative at DANX, you are the first point of contact for our customers and their recipients. You work with cases before, during, and after transport, via telephone and our Case Management System, where all incoming cases are registered and handled. You are responsible for handling each case in a structured, professional manner with clear feedback. You work toward established KPIs linked to response time, follow-up, and quality. The goal is to provide clear and comprehensive answers at first response and ensure that our cases are driven efficiently all the way to resolution. You will, among other things: Answer incoming calls and handle all emails via our Case Management System Register, update, and follow up on cases until they are closed Ensure correct information regarding transports, deliveries, and discrepancies Handle returns, labels, and updates in internal and external transport systems Work closely with our traffic managers day and night and external logistics providers Work proactively on improvements to reduce recurring discrepanciesThe role involves a high work pace and requires good ability to multitask. We're Looking for You: Have previous customer service experience (experience within logistics/transport is a plus) Have worked in CRM systems (very much a plus) Have very good system proficiency and find it easy to work in multiple systems in parallel Are structured and thorough even under time pressure Communicate fluently in both Swedish and English, spoken and written Are analytical and enjoy solving problems efficiently It is an advantage if you have experience from the transport or logistics sector. Personal Qualities At DANX, we work according to our values – Ownership, Learning, and Caring. To succeed in this role, we see that you stand behind the following: OwnershipTake full responsibility for your cases and drive them all the way to resolution Ensure quality and efficiency in every step and follow up until the customer has received clear feedback LearningAre curious and want to understand the reasons behind discrepancies to be able to prevent them Learn new systems and work methods quickly and share knowledge with colleagues Contribute actively to improvement of routines and processes CaringShow respect and professionalism in every customer interaction Work closely with colleagues and other functions to create the best possible solution Understand that clear communication and feedback build trust over time About the Position: The position is a permanent employment of 40 hours per week. With us, you work in a rotating schedule with the rest of the team where we together cover the following working hours: Monday–Friday between 06.00–17.00. Every 6th Saturday 08.30–14.00. The following week you get a long weekend with Friday off.