Customer Support Lead

Do you want to join an international organization and use your experience to maximize your and our potential? Are you a people and result-oriented professional, willing to contribute actively? Join our team!
For our office in Sweden, we are looking for a Customer Support Lead
In this role as a Customer Support Lead, within Scandinavian Eyewear - Marchon Eyewear (VSP Vision), you will hold an important role in our organization, serving our customers in the best possible way. You will be involved in many varying internal and external projects and tasks and work closely with our sales team. Contribute to the achievement of VSP Global’s and Line of Business (LOBs) goals. You will report into the Customer Service Manager.
The company has strong growth plans the coming years and we are looking for a self-going, flexible person with ambitions and motivation to make a difference.
Essential functions:
§ First point of contact for escalated issues from customers and reps
§ Responsible for training and ensuring all CS processes are documented accurately and followed
§ Manage all daily operational tasks to support the business
§ Function as a back up for all operational key account tasks
§ Involved in development and implementation of new systems in the CS team
§ Managing the daily work volume – emails, phone calls, chat together with the team
§ Participate on projects within and outside of the Customer Service team
§ Partner internally with various business areas to build effective relationships
§ Support department and strategic initiatives by meeting target goals and objectives set by management
In order for your application to be successful, you should have the following experience and skills:
§ Bachelor’s degree in Business preferred or equivalent experience (Four years’ experience in high level Customer Service)
§ Minimum one year of experience in similar function
§ Experience in a high level business system – preferably SAP
§ Demonstrated ability to effectively manage multiple priorities and meet critical deadlines
§ Ability to resolve complex and escalated issues, decision-making skills
§ Strong analytical skills and excel knowledge
§ Ability to learn technical skills easily and apply technical knowledge to work processes
§ Support VSP’s learning culture. Lead by example by embracing change and development
§ Native Swedish and English professional working proficiency, additional knowledge of any other Nordic language is a plus
§ Excellent written and verbal communication skills with all levels of employees
This position is based in our office in Jönköping, Sweden
What do we offer:
§ Full time contract
§ Flexibility with our Work from home policy – up to 60% of your working week
§ To be part of a Caring & Trusting culture that empowers Diversity, and a #oneteam mentality
§ To form part of a forward-thinking, proactive, and diverse international team`
Application:
§ Interviews will be ongoing, please send your application as soon as possible but no later than 30th of Sept
§ Send the application to: sfallene@marchon.com
About Scandinavian Eyewear
Scandinavian Eyewear was founded in 1948 in Sweden. Since 2012, the company is part of Marchon Eyewear Inc, one of the world's largest eyewear companies. Scandinavian Eyewear is since 2017 fully integrated into Marchon with a distribution center in Amsterdam.
About Marchon
Marchon Eyewear, Inc. is one of the world's largest manufacturers and distributors of quality eyewear and sunwear. The Company markets its products under a number of prestigious brand names including: Calvin Klein, Calvin Klein Jeans, Converse, DKNY, Dragon, Karl Lagerfeld, Lacoste, Lanvin, Liu Jo, Longchamp, Nautica, Nike, Salvatore Ferragamo, Skaga and Victoria Beckham. Marchon is known for its quality products, innovation and high levels of service.
Headquartered in Melville, NY (about 50 kms east of New York City), Marchon also has regional headquarters in Amsterdam, Hong Kong and Tokyo. The Company distributes its eyewear through numerous sales offices around the world, serving customers in over 100 countries. Marchon also operates design centers in New York City, Italy and Japan, and has manufacturing facilities in Italy and China. Marchon’s revenues are more than $500 million and growing.
About VSP Vision
Marchon is part of VSP Vision, a complimentary group of leading businesses in the eye care industry (www.vsp.com)