Customer Service Manager

at  Alleima Tube AB

At Alleima, we are at the forefront of metallurgical innovation, crafting seamless tubes and advanced long products that set the industry standard for excellence. Our commitment to quality and performance ensures that our solutions are not just products, but pivotal components in the success of businesses operating in demanding environments. We are on the lookout for an inspiring Customer Service Manager to lead our dedicated team. This is more than a job; it’s a chance to make a significant impact in a company that values customer satisfaction as much as you do.
Your role
As the Customer Service Manager, you will play a pivotal role in ensuring the highest level of customer satisfaction by overseeing all aspects of our customer service operations. You will collaborate closely with our team of product management and sales management to develop strategies that enhance the customer experience and improve customer satisfaction metrics. Reporting to the Sales & Marketing Manager, you will lead a team of 4 customer service representatives, managing a global customer base that includes both direct customers and sales units. You will also be a part of the mgmt team of Sales & Marketing EMEA region.

• Develop the OTD, order to delivery process, manage and lead a team of customer service representatives.
• Craft and refine customer service strategies that align with our vision of unparalleled support.
• Develop and implement customer service policies and procedures (KPI: s).
• Stay up-to-date on industry trends and best practices in customer service (Like AI, Chat-GPT etc)
• Analyze customer insights to drive continuous improvement and innovation in our service offerings.
• Active role and responsibility in coming ERP development and implementations
  Your profile
  We are looking for an experienced customer service manager with a relevant academic background. Strong leadership skills and a proven track record of managing and developing high-performing teams are essential. Experience with customer service software and IT systems is crucial, particularly interest within new technologies. Proficiency in CRM systems and a data-driven approach to decision-making are highly valued. Fluency in both Swedish and English is required, along with the ability to analyze data and use insights to drive strategic decisions.
  Your personal qualities are vital for this role. You should be an excellent problem-solver with the ability to think strategically while understanding the evolving landscape of customer service. A proactive and driven attitude with a focus on continuous improvement is desired. You should have a passion for mentoring and developing talent within a customer service setting.
  What you can expect from us
  At Alleima we are convinced that diversity and inclusion lead to a better workplace for our employees, our company, and our customers.
  We care: We take pride in what we do. We care about our customers, our people, the environment, the communities in which we operate and the future we share.
  We deliver: We deliver on our commitments, with a solution-oriented mindset, we enable our customers to be their very best: more efficient, profitable and sustainable.
  We evolve: We constantly evolve. Together we take the lead to advance materials, ambitions, industries, ourselves – and societies for the better.
  Additional Information