Vacant job

At Hemtex, we are passionate about helping people create a comfortable and inspiring home, which is why we offer a wide and inspiring range of quality products at good prices. Hemtex was founded in 1973 and is today one of Sweden's leading home furnishing retail chains, with roots firmly anchored in Sweden's textile capital, Borås. We have nearly 130 stores and a growing e-commerce operation in Sweden, Finland, and Estonia. Since 2019, Hemtex has been part of the Norwegian company Kid Interiør. Kid/Hemtex's combined assortment can thus be purchased in four countries, and together we have approximately 280 stores.

Do you want to lead and develop customer service for two of the Nordics' strongest brands in home textiles and interior design? We are now looking for a Customer Service Manager who wants to take a holistic approach to our customer service operations – strategically, operationally, and developmentally.

With us, you will have a key role with great opportunities to influence. You will step into a business with high ambitions where you will have the chance to develop working methods, drive improvements, and put your stamp on how Kid/Hemtex customer service should function moving forward. We offer a dynamic workplace with strong engagement, close collaboration, and a culture shaped by our values: Business-minded, Inspiring, and Dedicated.

About the role

Customer service is one of our most important touchpoints with the customer and a central part of the total customer experience. As Customer Service Manager, you will be based at our newly built office in Viared, Borås. You will lead, and be an active part of, our customer service team with employees located in several countries. You are responsible for ensuring that daily operations run efficiently and with high quality, while simultaneously driving the development of world-class future customer service.

This is not a role where you lead from a distance. You are close to the team, the customers, and the business, while working long-term on developing processes, system support, and working methods. The department is part of Store Operations, and you report to the Country Manager.

The role includes, among other things:

• Leading, coaching, and developing the customer service team
• Actively handling operational customer cases
• Leading daily operations directly and operationally – not just via reports and meetings
• Being a present and clear leader who creates structure, engagement, and direction – even when the pace is fast
• Monitoring and actively driving KPIs such as response times, customer satisfaction, and Trustpilot ratings – with concrete actions when things go off track
• Actively working with staffing planning and scheduling adapted to customer flows, evenings, weekends, and peak seasons
• Improving and further developing customer service systems and processes – identifying bottlenecks and building working methods that stand the test of time

• Ensuring effective interaction between customer service, warehouse, and stores for a seamless customer experience

• Driving initiatives within digitalization, automation, and self-service without losing quality in delivery

• Identifying and monitoring activities that drive upselling and revenue through customer service

Are we a match?

At Kid/Hemtex, you have the opportunity to combine strategic development work with close operational leadership. You will become part of an organization with strong brands, high ambitions, and short decision-making paths, where ideas are welcomed and turned into action.

We are looking for someone with experience in leading and developing customer service in an operational environment and who thrives on combining strategic thinking with a hands-on approach. You are driven by creating world-class customer experiences and see opportunities where others see problems.

We believe you:

• Have at least three years of experience in personnel responsibility
• Have experience in staffing planning, monitoring, and quality work
• Have driven change and development work within customer service, preferably within retail, e-commerce, or other consumer-facing operations
• Have experience with customer service systems, process development, and data-driven improvement work
• Have a good understanding of customer behavior and customer experience

As a person, you are unpretentious, engaged, and action-oriented. You build trust by being present, clear, and solution-oriented, and you are motivated by creating results that make a real difference for both customers and employees.

Are you a leader who wants to develop customer service, strengthen the customer experience, and help shape the future customer journey at Kid/Hemtex? Then we look forward to receiving your application as soon as possible, but no later than August 16, 2024. If you have questions, you are welcome to contact Country Manager Christopher Englinde at [email protected]