Customer Service Manager (cover for maternity leave)

Tiger of Sweden is a Stockholm-based fashion house established in 1903 with a heritage in tailoring. For more than a century Tiger of Sweden has stood for style with purpose, dressing men and women for whom true style is about the confidence to be themselves.

We are looking for a substitute to cover for a maternity leave, starting in April 2024 lasting approximately until April 2025. In this position, you will act as Tiger of Sweden’s Customer Service Manager, and you will lead a wonderful team dedicated to customer excellence in e-commerce, retail, and wholesale customers. We seek a dynamic and experienced Customer Service Manager to join our team for a year-long contract.

In this role, you will lead all tasks related to customer service and help with daily tasks when necessary. Above all, you are the key person to drive motivation in the team and ensure premium customer relations.

TASKS & RESPONSIBILITIES

Your primary responsibility is to lead a team of customer service advisors who always thrive in meeting and exceeding customers’ expectations and supporting the broader Sales team at Tiger of Sweden in managing customer orders.

Key responsibilities:

- Lead and mentor a team of dedicated customer service advisors.

- Develop and nurture strong relationships with our wholesale customers, support them in placing re-orders over the phone and on the B2B portal, and ensure the smooth execution of re-orders in the system.

- Resolve complex customer inquiries and issues promptly and effectively.

- Collaborate with other departments to enhance customer experience.

- Send newsletters to wholesale partners highlighting products on stock every two weeks (OTB business).

SKILLS & REQUIREMENTS

- 5+ years of customer service experience, preferably in a fashion.

- Proven experience in Customer Service Management.

- Strong leadership and team-building skills.

- Excellent communication and problem-solving abilities.

- Proficiency in relevant software and systems.

- Knowledge of industry best practices and a “forward-thinking” approach when adapting to changing customer needs.

- A track record of meeting and exceeding customer service goals and KPIs.

- Bachelor´s degree in a related field is advantageous, but not mandatory.

TOOLS & SYSTEMS

- Microsoft Office package

- ERP system (Infor M3)

- Zendesk

- SalesForce

- SAP Business Objects or Other Business Intelligence Tools

The position is based in Stockholm, Sweden at our Head office. This a full-time substitute position for approximately 1 year to cover for a maternity leave, starting in April 2024. If this sounds like a perfect fit for you? Please don't hesitate to apply submitting CV and Personal Letter in English.

We look forward to your application.