Senior Customer Service Coordinator

Our Customer Service team is the go-to team for resolving problems which ensures a class experience is achieved for all stakeholders (customers, recommenders, partners, sales teams, etc.).

As part of this team, you will have an impact on arriving our orders to our users (customers) successfully. You will also have a chance to develop the processes relating to the services provided by the Customer Service team, with your open-minded approach to optimization.

In this role, you will be a primary contact for our Sales, Finance, and Logistics teams for Customer Service-related challenges and escalations. By listening to the needs of our customers and our Sales department, you will pick up on services we can provide from within the Customer Service team to enhance the customer experience and the efficiency of the entire company.

Your week in this experience will include the following range of tasks:

• Managing incoming customer service calls and replying to customer requests globally regarding placed orders, deliveries, lead times, and missing items.
• Mentoring other team members, supporting them in complex cases, and helping them be up-to-date and trained in the tools needed.
• Working with customers to achieve a successful trial process (initial contacts, check-in, follow-up post-trial).
• Placing, updating, and monitoring all types of orders in the ERP system (sales orders, trial orders, return orders, internal orders, etc.).
• Working in close collaboration with Sales and Logistics to make sure that the process goes smoothly, responding to Sales requests for help with pre and post-sales activities.
• Invoicing, refunds, and credit notes, working closely with the Finance team.
• Delivering software products, both licenses and creating accounts in our Boardmaker.
• Maintaining and reporting Order Management metrics for Customer Service Management.
• Assisting Customer Service Management in regularly reviewing processes and training needs to maximize team efficiency and knowledge sharing.

To fulfill these tasks and thrive in this role, we are looking for someone who has:

• Proficiency and experience in CRM and ERP systems such as Salesforce, Visma, and Dynamics, as you will be monitoring incoming information in these systems.
• At least 5 years of relevant experience in customer-focused roles.
• Familiarity with Microsoft Office tools.
• High school diploma or equivalent of educational background.

What we offer:

In this role, you will be a member of our diverse and global Customer Service & Support team where being a team player and having a customer-focused mindset is essential. While our team enjoys a flexible work schedule between 8 am-5 pm; the set-up of this role requires the team to be fully on-site at our office in Stockholm city five days a week to fulfill the tasks.