Nordic Service Manager

Job Purpose
The Nordic Service Manager is responsible for leading the Nordic Service team in providing excellent customer service and ensuring that all customer needs are met.
This position will also be responsibility for managing the day-to-day operations of the team, including scheduling, training, and performance management.
What are the major activities?
We are seeking an experienced and dynamic Nordic Service Manager to lead and oversee the customer service operations for LG Electronics in the Nordic market (Sweden, Denmark, Norway, Finland).
The role will be responsible for ensuring seamless customer service delivery across multiple functions, including Call Center Operations, Service Network Management, Technical Support, and Planning.
The ideal candidate will drive service efficiency, optimize processes, and enhance customer satisfaction while managing a cross-functional team across the region.
What are the Key Responsibilities?
- Leadership & Team Management:
Lead and manage the customer service team, comprising the Call Center, Technical Support, and Planning functions, ensuring high performance and collaboration across departments.
Define and communicate clear service objectives, KPIs, and SLAs to monitor and improve efficiency across all customer-facing and back-end operations.
Foster a customer-centric culture, ensuring every team member contributes to a positive and consistent customer experience.
- Customer Service Strategy:
Develop and implement customer service strategies tailored to the Nordic market, ensuring alignment with global business goals and local customer expectations.
Oversee and optimize the Call Center to handle high volumes of inquiries, ensuring quick resolution of issues and maintaining high satisfaction levels.
Enhance the performance of Technical Support teams to ensure timely problem resolution for appliance repairs and technical inquiries.
Collaborate with the Network Management team to ensure efficient coordination with service providers, dealers, and logistics for after-sales support.
Drive planning initiatives to improve forecasting, staffing, and resource allocation for customer service needs.
- Customer Relationship Management:
Serve as the primary escalation point for high-priority or complex customer issues, ensuring quick and effective problem resolution.
Maintain strong relationships with key customers, managing their expectations and delivering a high level of service.
Analyze customer feedback and operational data across all functions to identify trends, bottlenecks, and areas for improvement.
- Collaboration & Cross-functional Coordination:
Partner with Sales, Marketing, and Product Development teams to align customer service efforts with broader business strategies.
Coordinate with Logistics and Service Network Management teams to ensure timely delivery, installation, and after-sales service.
Provide customer insights and feedback to inform product innovation and marketing campaigns.
- Team Development & Training:
Develop and implement training programs across the Call Center, Technical Support, and Planning teams to improve technical knowledge,
customer interaction skills, and operational efficiency. Ensure all team members are up to date on the latest product features, service protocols, and customer service tools to meet customer needs.
What are the Key Qualifications?
- Experience:
Minimum of 3-5 years of experience in a customer service leadership role, preferably in the Consumer electronics industry.
Proven experience managing diverse teams, including Call Center, Technical Support, and Network Management functions.
Experience working in or understanding the dynamics of the Nordic market is highly preferred.
- Leadership & Interpersonal Skills:
Demonstrated success in leading and motivating large, cross-functional teams across multiple locations.
Strong communication, negotiation, and conflict resolution skills, with the ability to handle high-stakes customer issues.
- Customer-Centric Mindset:
A strong focus on delivering outstanding customer experiences, with an ability to design and implement strategies that increase customer satisfaction and loyalty.
Analytical mindset, with the ability to leverage data and customer feedback to drive continuous improvement.
- Language Skills:
Fluency in English is required; proficiency in one or more Nordic languages (Swedish, Danish, Norwegian, Finnish) is highly desirable.
- Education:
Bachelor’s degree in Business or Service related field. A Master’s degree or relevant certifications are a plus, however experience related the position is most significant.
What do we offer?
- A career at a global leading company which is continuously developing
- A market-competitive salary based on education and experience
- Benefits like an annual performance related bonus, private healthcare insurance and pension premium.
- Staff purchase program