Head of Customer Service at Biometria

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Are you looking for an independent role in a forward-thinking organization focused on innovation, change, and values-based work? Do you want to take responsibility for and further develop our customer service? Then this could be the right opportunity for you! Biometria is a member-owned, impartial, and central player in the Swedish forestry industry. We ensure that timber transactions between forests and industry take place in a safe and transparent manner by delivering impartial and quality-assured timber measurement. Biometria drives digitalization and automation of the forestry sector, and among our services is the VIOL platform, which handles the majority of the forestry industry's data and creates value for all parties. We also collaborate long-term with research institutes and universities to stay at the forefront of developing tomorrow's forest information solutions. We are over 750 employees distributed throughout Sweden with our head office in Uppsala. Job Description Biometria is in an exciting and developmental phase where we need to recruit a head of customer service as our current customer service manager is moving on to new challenges within the company. Customer Service has the primary task of providing advisory support, assistance, and training within the IT services Biometria offers. We have expertise within all our service areas. Support is provided via phone, email, and personal meetings, primarily through digital meetings. Our mission is to create and maintain good relationships internally and externally, and maintain a high level of service based on our service offerings. Based on customer needs, we adapt our offering and support. Customer Service is overall responsible for the support process, the complaints process, and incident management. We also participate in trade shows and other customer events. We also provide support internally within Biometria, for example to our own timber measurement organization. As Head of Customer Service, you have personnel, budget, and operational responsibility. You lead, drive, and develop the operations at both a strategic and operational level. Target management and key metrics are important and central tools. The group consists of approximately 25 service specialists, primarily located in Sundsvall, distributed across different areas of expertise with 5 coordinators, one for each team. To support your work, you also have a support manager who has personnel responsibility for a large part of the group. Examples of areas include recording of timber transactions, measurement of forest raw materials, production, and transport. Together with the support manager, you are responsible for the operational business planning for the department. You report to the market manager and are an important part of the market department's management team. The position is a permanent employment with commencement according to agreement. The work location is Sundsvall. Travel is included in the role. Who Are You We are looking for someone with an academic education in a relevant field or experience that we consider equivalent. We see that you have experience from a service-oriented operation in combination with several years of leadership experience. If you also have knowledge of systematic process work, such as ITIL or LEAN, we consider that a merit. Further, you have several years of experience in leadership within customer service/support with budget, personnel, and operational responsibility. We also place great emphasis on your experience with continuous improvements, customer relationships, and collaboration. Furthermore, it is a merit if you have experience with AI-based support as Customer Service has a major focus on automation, digitalization, and the use of AI tools to streamline and optimize the customer experience in support. You have the ability to create and maintain good relationships and build a trusting climate for cooperation and collaboration internally and externally. You have strong communication skills and inclusive and clear leadership that promotes collaboration to find new ways of working to achieve customer satisfaction goals. As a person, you are unpretentious, receptive, and clear. Since we work with self-managing teams, the ability to delegate and follow up in an efficient and engaging manner is of great importance. Your commitment to leadership is strong, and you need to be able to balance short-term performance requirements with long-term and sustainable business issues. You have good communication skills with strong knowledge of Swedish and English in speech and writing. What We Offer You At Biometria, you get an independent role in a company that plays a central role in the forestry industry's development. You become part of a forward-thinking company where your leadership makes a real difference for the forestry sector. Our core values at Biometria are Reliable, Impartial, Committed, and Together. We strive for a work environment characterized by openness, respect, and trust; we believe in the strength of being different. It is important to us that our employees are well. We offer you: Wellness allowance Private health insurance Several vacation homes to borrow/rent throughout Sweden and an apartment in Spain ATK choice every year Access to the benefits portal Benefits We welcome you to contribute to the operation with your expertise – it's good that we are different! Contact In this recruitment, we are working with Jefferson Wells. You are warmly welcome to contact Karin Frisendahl, 070-3774546, [email protected]. You can also contact Helena Sandström Wallin, Acting Market Manager, Biometria, send an email and she will call you: [email protected] Trade union representatives: Christer Andersson, Ledarna, 010-228 50 00, Marie Söder, Unionen, 010-228 50 00, Mats Tiensuu, Akademikerföreningen, 010-228 50 00. We want your application via the link no later than August 17 when the selection process begins.Are you looking for an independent role in a forward-thinking organization focused on innovation, change, and values-based work? Do you want to take responsibility for and further develop our customer service? Then this could be the right opportunity for you! Biometria is a member-owned, impartial, and central player in the Swedish forestry industry. We ensure that timber transactions between forests and industry take place in a safe and transparent manner by delivering impartial and quality-assured timber measurement. Biometria drives digitalization and automation of the forestry sector,…

Přehled

Typ

job

Stav

active

Viditelnost

public

Město

Sundsvall

Adresa

Esplanaden 6

GPS

62.390035808362, 17.307609609025kopírovatotevřít v ▾

Email

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Telefon

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Zobrazení

5

Publikováno

2. 7. 2026

Upraveno

29. 7. 2026

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