Summary

The Supervisor Customer Service UK, Nordics, and Benelux is responsible for leading and coordinating the regional customer service team to ensure exceptional service delivery, operational efficiency, and high levels of customer satisfaction. The role acts as a key interface between customers, field service engineers, sales, and internal operations teams. In addition, order processing, maintenance contracts and invoicing for Sweden are to be handled operationally.

Job Responsibilities

Team Leadership & Supervision

• Supervise and support Customer Service Coordinators for UK, Nordics, and Benelux
• Allocate resources effectively to ensure timely scheduling of customer service activities
• Monitor team performance, KPIs and service quality standards
• Provide coaching, training and performance feedback
• Foster a collaborative, customer-focused team culture

Service Operations Management

• Oversee service order processing, scheduling, and invoicing processes
• Support contract management, renewals and service agreement compliance
• Monitor backlog and proactively resolve operational bottlenecks
• Ensure adherence to company policies and service procedures

Customer Experience

• Act as escalation point for customer queries and service-related issues
• Drive continuous improvement in service responsiveness and quality

Operational Handling

• Process orders for Swedish sales team
• Set up, configure, and manage maintenance contracts for Swedish customers
• Invoice processed orders

Cross-Functional Collaboration

• Work closely with Sales, and Support & Service teams
• Support regional strategy and operational initiatives
• Contribute to process optimisation and digitalisation projects

Reporting & Compliance

• Track and report service KPIs (response time, utilisation, revenue, backlog, etc.)
• Ensure compliance with health & safety and regulatory requirements
• Support audit processes where required

Qualifications

• Proven experience in customer service or service operations within a technical or industrial environment
• Previous team leadership or supervisory experience preferred
• Strong organisational and coordination skills
• Experience working in an international or matrix organisation is advantageous
• Strong customer orientation and problem-solving skills
• Excellent communication skills in English (additional languages advantageous)
• Ability to manage multiple priorities in a fast-paced environment
• Analytical mindset with attention to detail
• Proficiency in ERP/CRM systems and MS Office
• Resilient, proactive and solution-oriented

What we offer:

• An opportunity to work within a global technology leader
• A collaborative and international working environment
• Professional development and career growth opportunities
• Competitive compensation and benefits package