We are looking for an experienced and motivated Customer Service Supervisor to join our Global Customer Service team supporting supporting local markets within the Nordics region. This position is based in Espoo, Finland.

Let's talk about the role:

This critical role involves overseeing, coaching, and developing a multi-location customer service team, while managing transformation and improvement initiatives across the region.  

You will serve as a key link between your team and your manager, fostering a supportive team environment, and encouraging continuous improvement. Your focus will be on ensuring your team consistently meets performance targets and customer expectations within your area of responsibility.

Let’s talk about Responsibilities:

Leadership and Team Management  

• Oversee, coach, and motivate a team of customer service representatives across Finland, Sweden, Norway and Denmark, supporting professional growth and a culture of high performance in your team. 

• Coordinate and organise team capacity, including vacation and shift planning, and ensure balanced workloads to maintain business continuity.  

• Conduct regular one-to-one meetings, performance reviews, and coaching sessions.  

• Organise and facilitate regular team meetings, sharing updates, best practices, and reinforcing a positive team culture.  

Performance and Operations  

• Ensure efficient daily operations, coordinating workflow and partnering with workforce management to optimise resource allocation.  

• Monitor KPIs, service levels, and dashboards (including scorecards and case management performance) to support the delivery of high-quality service.  

• Handle customer escalations within your team, escalating to management when needed.   

• Identify opportunities for reducing manual tasks and manage continuous improvement projects to support process optimisation 

Process, Quality and Improvement  

• Support implementation of new processes and systems within your subregion.  

• Conduct quality assurance checks and provide feedback to improve customer interactions.  

• Promote continuous improvement by identifying inefficiencies and promoting lean, digital, and sustainable practices.  

• Ensure compliance with relevant regulatory requirements and company quality objectives.  

Collaboration and Stakeholder Engagement  

• Partner with Regional Revenue, Product, Technical Support, Distribution and other relevant teams to resolve customer issues and support smooth operations 

• Provide regular reporting to your regional Global Customer Service Manager and coordinate performance improvement initiatives within your team  

• Ensure clear two-way communication between your team and management.   

Employee Development and Training  

• Identify training needs and support development plans and career pathways for team members.  

• Deliver or coordinate training sessions for new processes and new hires.  

• Promote personal and professional growth aligned with business and individual goals.  

• When required, support recruitment for roles within your team, in line with our values and behaviours  

Team Engagement  

• Celebrate achievements, encourage feedback, and maintain an inclusive environment where ideas are valued.  

• Strengthen team engagement by recognising contributions and maintaining high morale.  

Regional Transformation & Project Management  

• Manage regional transformation initiatives and projects, from planning through to execution.  

• Act as a change leader, embedding new processes and digital solutions.  

Let’s talk about Qualifications and Experience:

Required:

Preferred:

• Experience in healthcare, medical device, or technology sectors. 
• Previous involvement in automation and continuous improvement initiatives. 
• Additional Nordic language skills (Finnish, Swedish, Norwegian, Danish) are an advantage but not necessary 

Ok, so what's next ?

Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now!

Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.