Customer Service Manager at HSNG

Do you want to lead an engaged team and create world-class customer experiences at the Nordic region's leading e-commerce player in health and fitness? As Customer Service Manager at HSNG, you will combine your leadership with a strong focus on service, development, and team spirit. Here you will have the opportunity to make an impact, drive improvements, and grow alongside a successful company in constant motion. What does HSNG offer? • A wonderful group of dedicated and supportive colleagues • Joint celebrations of both big and small successes • Opportunities for group training and an active lifestyle at work • Attractive employee discounts on the company's products • Good career and development opportunities within the group • Generous wellness contribution • On-site massage • Secure employment conditions with pension and insurance • An inclusive work environment that values diversity and equality HSNG, Health and Sports Nutrition Group AB, works towards a stronger, healthier, and happier version of each individual. The company is passionate about an active lifestyle and consists of a team of players who share a passion for training, health, and nutrition. HSNG is a leader in e-commerce in the Nordic market, selling dietary supplements and health foods. The group includes Gymgrossisten.com, Bodystore.com, and Proteinfabrikken.no, and products are also sold in grocery retail through Fitnessmarket.se. HSNG's values – Stronger, healthier, and happier – permeate the entire organization. The company has been recognized multiple times as one of Sweden's most successful enterprises. HSNG is owned by the industrial investment company Orkla and is one of twelve independent portfolio companies within the group. The workplace is located in Eskilstuna. More information about the client will be provided during personal contact. Who are we looking for? • Relevant degree in business administration, leadership, or customer service • At least five years of experience in customer service or support management • Experience in leading cross-functional meetings and processes • Proficient in analyzing quality metrics and process compliance to ensure the company's high customer service standards • Fluent in Swedish and English, both spoken and written The role has a clear focus on delivering proactive customer service and creating added value for customers throughout the purchasing journey, both before and during the purchase. The person taking on this role has a deep understanding of customer service principles and is accustomed to working in a multi-channel environment, where service is offered through various contact paths. A central part of the role involves close collaboration with other departments to ensure that customer insights are leveraged and applied in operational development. Therefore, an analytical ability to identify patterns and insights in customer interactions, as well as communicating these clearly and constructively to internal stakeholders, is required with the goal of continuously improving the customer experience and internal processes. To succeed in this role, it is important to possess strong leadership skills and a genuine interest in building, leading, and motivating a team. An empathetic and customer-oriented approach is crucial, as well as the ability to understand customer needs and always strive for the highest level of service. The role also requires a strong drive to develop and streamline both customer service processes and the team's work methods, with a constant focus on creating a positive and value-creating customer experience. Experience in e-commerce or similar industries is advantageous, as is familiarity with customer service in the Nordic markets. Knowledge of other Nordic languages such as Norwegian, Danish, or Finnish is a plus. What does the role entail? As Customer Service Manager, you will play a key role in leading and developing the customer service team with a focus on creating an exceptional customer experience. The role includes overall responsibility for driving quality, engagement, and continuous improvement in customer service efforts. Responsibilities include, but are not limited to: • Leading, coaching, and supporting the customer service team to create a positive and motivating work environment. • Ensuring that all customer inquiries are handled efficiently and professionally, regardless of the channel (phone, email, or other contact methods). • Identifying and implementing process improvements to optimize both customer experience and the team’s workflow. • Monitoring and analyzing customer satisfaction through surveys and metrics to ensure high-quality delivery. • Being responsible for training and development of the team, including planning of skill-enhancing initiatives. In addition to operational responsibilities, you will also manage more complex customer issues and complaints, working to find solutions that benefit both the customer and the company. The role requires a genuine commitment to service, a structured approach, and the ability to create motivation and collaboration within the team. This is a direct recruitment with an immediate start or as agreed upon, including an initial probationary period. The position is a full-time role of 40 hours per week. Interested? Please submit your application as soon as possible, as the position may be filled before the application deadline. About 2Complete Security and trust are the goals of 2Complete’s recruitment process. This is achieved through close and personal collaboration with the clients who have chosen us as their recruitment partner. Our passion