Manager Customer Services

At Tetra Pak we commit to making food safe and available, everywhere; and we protect what's good – protecting food, protecting people, and protecting the planet. By doing so we touch millions of people's lives every day. And we need people like you to make it happen.
Job Summary
An exciting opportunity opens within Service Supply Network. Could you imagine yourself in a challenging position in Tetra Pak’s Technical Service, as an important player for Tetra Pak‘s future?
The position is permanent and based in Lund, Sweden but you will work in a global arena.
What you will do
The Service Supply Network is the organization within Tetra Pak Services which purchase and distribute spare parts and other physical goods to the full Tetra Pak customer base. A key success factor to keep our customers satisfied with the service we provide is to have an efficient, professional and customer centric Customer Service function globally. To fulfill the needs today we have 8 distribution centres globally and four regional administration centres (SAC), where Service Supply Network have focus on making sure the customers located in the markets get superior support to run their operations in the best way. In order to get a globally consistent way of handling the customer service excellence development to stay world class, we are now looking for a Manager Customer Service excellence that will drive the customer satisfaction on a global level. Since the position is new, there will be a big element of setting up the future foundation for the Customer Service structure from the foundation existing today.
You will focus on
Providing expertise and knowledge in the Customer Service (CX) process area for SSN. Participate in development /improvement projects with the stakeholders within and outside the function focusing customer centricity. Drive sales administration capabilities within SSN and support regions with customer related issues, identify and priorities improvement opportunities and support SAC operations strategy development in customer excellence area. Secure end-to-end CX Process governance and drive relevant KPIs.
Ownership and driver of CX process in SSN
Drive sales administration capabilities
Drive global continuous improvement, process development and alignment for customer services excellence
Benchmark the best practice and support SSN regional directors to develop the strategy for SAC operations
Deploy and analyze statistical data to improve process and KPI performance across SSN
Participate in the and lead projects related to SSN customer services scope

We believe you have
The successful candidate has several years of Customer Service organizations and are used to work with cross organizational communications, improvements and implementations. Preferably you have been in a manager position or have been working as an improvement driver in big global customer service organizations. Analytical skills are also important to be able to prioritize the improvement areas etc. Another key strength is to develop, deliver and implement global standardizations in a multi cultural environments in a co-operative manner. Since the person will be at least the first year an individual contributor, the capability to work with managers in several organizational levels and regions will be an important skill important.
We Offer You
A variety of exciting challenges with ample opportunities for development and training in a truly global landscape
A culture that pioneers a spirit of innovation where our industry experts drive visible results
An equal opportunity employment experience that values diversity and inclusion
Market competitive compensation and benefits with flexible working arrangements

Apply Now
If you are inspired to be part of our promise to protect what’s good; for food, people, and the planet, apply through our careers page at https://jobs.tetrapak.com/.
This job posting expires on 2023-02-13
To know more about the position contact Pontus Holm at +46 46 36 3783
Questions about your application contact Valentina Harabagiu at +46 46 36 2369
For trade union information contact Unionen Lisbeth Larsson at +46 46 36 2320 and Sveriges Ingenjörer Lars Haraldsson at +46 46 36 253