Customer Experience Manager to North Trampoline

Our Company:
North Trampoline is a sports and lifestyle brand that develop and sell premium trampolines to families and athletes across Europe, North America, and Australia. North Trampoline have grown to be one of the leading trampoline brands in the world. Our sales are mainly through e-commerce, and we also have a network of dealers worldwide. We are now looking for a new Customer Experience Manager.
We have offices in Gothenburg, Sweden and London, UK as well as an in-house R&D facility. We are a privately owned and value driven company. Our value words are, Quality, Love and Pioneering Spirit.
We believe in doing good, among other things we are donating 10% of our profit to non-profit organizations.
The job:
Do you like to work with premium products, love to help us exceed customer expectations and a master at administrative tasks? If yes, this is the job for you!
As Customer Experience Manager at North Trampoline, you will hold the overall responsibility for our Customer Experience function, and make sure that our customers get the best possible service. You will be the key contact to our external customer service agency, whom you will manage, support, coach, and educate. A big part of the job is also to manage a variety of back-office tasks within the customer service function.
The job has a wide variety of tasks, that require strong multitasking and problem-solving skills. Serving our customers is a team effort, to succeed in the role you need to have excellent communication and collaboration skills. You will be part of our operations team where we collaborate closely, we all have your own responsibility area but pitch in and support each other when needed.
We offer a job in an international yet small company. You will be a key player with your own area of responsibility and will be able to affect and see the result of your work.
Key Responsibilities:
· Key point of contact and support to our Customer Service Partner
· Make sure orders are delivered on time
· Manage claims and refunds
· Return Management
· Invoicing
· Manage Marketplaces such as Amazon
· Be the customers voice within the company
· Ensure and improve process adherence and efficiency
· Share customer feedback, and drive initiatives to improve our customer experience
· Report and analyse KPI’s
Who are you?
We see that you have a few years’ experience and are ready to take the next step in your career. You are a master administrator with a strong drive to improve. You are a positive, ambitious, and friendly person with great communication skills.
Skills and Requirements
· Experience from Customer Service, e-commerce, or other relevant job experience
· Experience from working in complex ERP Systems
· Experience of managing suppliers
· Proven administrative skills
· Excellent Microsoft Excel skills
· Problem Solver
· Commercial and business mindset
· Self-motivated with high level of drive and ability to act independently
· Treat people with respect
· Customer focused
· Relevant post-secondary Education is an advantage
· Experience in logistics is an advantage
· Fluent in English and Swedish; both written and spoken
Additional Information:
This is a permanent fulltime position. We will apply a 6-month probationary employment period.
Last application: 2022-12-04
We will review applications continuously and the position can be filled before the last application date. So please submit your application as soon as possible
Send application via e-mail to:
erik.rodhe@northtrampoline.com
For more questions regarding the position please contact:
Erik Rodhe, Head of Operations
Phone: +46 (0) 70-750 31 99
erik.rodhe@northtrampoline.com