Customer Service Manager

Popis:

We at Hemtex are passionate about helping people create a comfortable and inspiring home, which is why we offer a wide and inspiring selection of quality products at great prices. Hemtex was founded in 1973 and is today one of Sweden's leading home furnishing retail chains, with roots firmly anchored in Sweden's textile capital, Borås. We have nearly 130 stores and a growing e-commerce business in Sweden, Finland, and Estonia. Since 2019, Hemtex has been part of the Norwegian company Kid Interior. The Kid/Hemtex combined assortment can thus be purchased in four countries, and together we have approximately 280 stores. Do you want to lead and develop customer service for two of the Nordic region's strongest home textile and interior design brands? We are now looking for a Customer Service Manager who wants to take a holistic approach to our customer service operations – strategically, operationally, and developmentally. With us, you will have a key role with great opportunity to make an impact. You will step into an operation with high ambitions where you have the opportunity to develop working methods, drive improvements, and put your mark on how Kid/Hemtex customer service will function going forward. We offer a dynamic workplace with strong commitment, close collaboration, and a culture characterized by our values of Being Professional, Inspiring, and Dedicated. About the Role Customer service is one of our most important customer touchpoints and a central part of the overall customer experience. As Customer Service Manager, you will be based at our newly built office in Viared, Borås. You lead, and are an active part of, our customer service team with employees located in several countries. You are responsible for ensuring that daily operations run efficiently and with high quality, while driving the development of world-class customer service for the future. This is not a role where you lead from a distance. You are close to the team, customers, and the business, while working long-term to develop processes, system support, and working methods. The department is part of Store Operations and you report to the Country Manager. The role includes, among other things: Lead, coach, and develop the customer service team Actively manage operational customer matters Lead daily operations directly and operatively – not just through reports and meetings Be a present and clear leader who creates structure, engagement, and direction – even when the pace is high Monitor and actively drive KPIs such as response times, customer satisfaction, and Trustpilot ratings – with concrete measures when something goes wrong Work actively with staffing planning and scheduling adapted to customer flows, evenings, weekends, and peak seasons Improve and further develop customer service systems and processes – identify bottlenecks and build working methods that endure over time Ensure efficient interaction between customer service, warehouse, and stores for a seamless customer experience Drive initiatives within digitalization, automation, and self-service without compromising quality in delivery Identify and follow up activities that drive upselling and revenue through customer service Are We a Match? At Kid/Hemtex, you will have the opportunity to combine strategic development work with close operational leadership. You will become part of an organization with strong brands, high ambitions, and short decision-making paths, where ideas are welcomed and put into action. We are looking for someone with experience leading and developing customer service in an operational environment and who enjoys combining strategic thinking with a hands-on approach. You are driven by creating world-class customer experiences and see opportunities where others see problems. We believe that you: Have at least three years of experience with personnel responsibility Have experience with staffing planning, follow-up, and quality work Have driven change and development work within customer service, preferably within retail, e-commerce, or other consumer-facing operations Have experience with customer service systems, process development, and data-driven improvement work Have a good understanding of customer behavior and customer experience As a person, you are unpretentious, engaged, and action-oriented. You build trust by being present, clear, and solution-focused, and you are motivated by creating results that make a real difference for both customers and employees. Are you a leader who wants to develop customer service, strengthen customer experience, and help shape the future customer journey at Kid/Hemtex? Then we look forward to receiving your application as soon as possible, but no later than August 16, 2024. If you have questions, you are welcome to contact Country Manager Christopher Englinde at [email protected]We at Hemtex are passionate about helping people create a comfortable and inspiring home, which is why we offer a wide and inspiring selection of quality products at great prices. Hemtex was founded in 1973 and is today one of Sweden's leading home furnishing retail chains, with roots firmly anchored in Sweden's textile capital, Borås. We have nearly 130 stores and a growing e-commerce business in Sweden, Finland, and Estonia. Since 2019, Hemtex has been part of the Norwegian company Kid Interior. The Kid/Hemtex combined assortment can thus be purchased in four countries, and together we have…

Přehled

Typ

job

Stav

active

Viditelnost

public

Město

Borås

GPS

57.695299868209, 12.827254502173kopírovatotevřít v ▾

Email

Zobrazit e-mail

Zobrazení

6

Publikováno

1. 7. 2026

Upraveno

6. 8. 2026

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