Customer Service Manager
Customer Service Manager
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Job Description
Why Join Us
At Tobii Dynavox we empower people with disabilities to do what they once did or never thought possible. We call this mission Power to Be You. Our assistive communication technology helps our customers express themselves connect with the world and pursue independence whether through everyday activities like ordering food or extraordinary feats like running a company. Working at Tobii Dynavox youll become part of a team that spans the globe with offices in the US Sweden France the UK China and beyond.
To learn more about what we make possible meet some of our customers or take a look at some of our solutions.
As a Customer Service Manager you will join our EUROW Order Management and Customer Service team who are passionate about helping individuals with disabilities find their voice and connect with the world. You will lead and coach the team ensuring great collaborative culture open and honest communication and best in class experience for customers recommenders and partners/distributors.
You will build great relationships and communicate proactively across inside and outside the organization including sales logistics and partners/distributors. Through close collaboration with our EUROW Customer Service & Support Manager you will develop and implement strategic plans and objectives to enhance overall customer experience and the business value. Through problem solving and creative solutions you will ensure scalability and availability as we grow our markets (Nordics Europe and Asia Pacific).
Please note: This is an onsite role in our Stockholm office.
In this role you will:
Proactively oversee and take action for best in class customer experience to be achieved for all stakeholders external and internal customers (i.e. sales team) recommenders and partners.
Oversee Sales Orders to ensure they are processed effectively from start to finish.
Review complaints regularly on Salesforce find root causes and take action to minimize.
Act as an escalation point for resolving Customer Service related issues and for credit approvals. Oversee daytoday case management to be on top of our cases & workload management.
Analyze KPIs maintain improve and update procedures processes and systems to optimize the Customer Service Operations and to support the market globally (Nordics Europe and Asia Pacific).
Analyze NPS Scores on team level to ensure the team keeps doing things that add value find root cause for low NPS Scores and take action on improvement points.
Manage our centralized Trial & Loan Bank and coordinate Trials & Loan Bank Orders ensuring they are going out efficiently and effectively.
Collaborate closely with the finance team to manage invoicing refunds and credit notes.
What Were Looking For:
We are looking for someone that has:
At least 1 year of relevant experience In global Customer Service and Order Management roles with project or people leadership.
Experience with Order Management and/or Customer Service with a great understanding of each step in internal or sales orders.
Experience shipping products and logistics collaboration is beneficial. Previous experience working with any market in Asia Pacific region is a plus.
Excellent communication in English both verbal and written. Professional fluency in any Nordic language is plus.
Experience working with Salesforce Visma Microsoft Dynamics or other CRM/ERP systems.
Our Values:
At Tobii Dynavox our mission guides what we do and our values guide us in how we do it. Across the organization we are committed to being Collaborative Considerate Curious and Courageous. We build a trusting environment where every team member prioritizes our customers with empathy and insight. Bold ideas and learning lead to impactful solutions. Driven by curiosity we continuously challenge the status quo to create meaningful customerfocused solutions for our customers.
What We Offer:
At Tobii Dynavox we believe in empowering individuals including our employees to reach their full potential. Heres what makes us unique:
- PurposeDriven Work: Join a company that transforms lives by giving a voice to those with communication challenges. Every day your work makes a meaningful and concrete impact.
- Yes and... Flexibility: Build a rewarding career AND enjoy time with loved ones. We offer flexible work options so you dont have to choose between personal and professional goals.
- Growth and Development: Whether youre advancing your skills or growing your career we invest in your future with training learning opportunities and internal growth paths.
- Inclusive and Supportive Culture: Work in a collaborative caring environment where diversity and individuality are valued. Youll feel connected to both your team and our global community.
- A Global Leader with Heart: Be part of an innovative forwardthinking company that combines experience and cuttingedge solutions with a mission to change lives.
Required Experience:
Manager
Employment Type
Full-Time
