Customer Service Manager

Kiilto; Malmö kommun; On-site; SEK 600,000 - 800,000; Full time

Job summary

Kiilto leads the Scandinavian Customer Service operations for Denmark, Norway and Sweden, coordinating daily activities and driving continuous improvement within a cross-functional team. The role focuses on order-to-cash processes, KPI monitoring, and service-level delivery across Nordic markets.

The role requires a related degree, several years in CS/SC, and fluency in English and Swedish. Based in Malmö, it involves travel within the Nordic region and participation in global improvement

Qualifications

• Relevant academic degree in Supply Chain Management, Engineering, Business Administration, or a related field
• Several years of experience in Customer Service operations, Supply Chain or a similar area
• Experience in international teams and cross-cultural leadership
• Experience leading change and developing processes, systems and ways of working
• Strong analytical skills using KPIs and data to drive performance
• Good understanding of ERP systems, Office tools and BI solutions
• Strong communication and collaboration in an international, cross-functional environment
• Fluency in English and Swedish

Responsibilities

• Support and develop the Scandinavian Customer Service team in daily operations.
• Ensure effective day-to-day Customer Service operations, including sales order management, claims handling and customer requests.
• Set priorities, follow up on KPIs and support agreed service levels.
• Improve and harmonize Customer Service processes and ways of working across the Scandinavian markets.
• Support organizational and cultural change initiatives to enable cross-border collaboration.
• Analyze Customer Service performance and implement corrective actions and improvements where needed.
• Collaborate closely with Logistics, Warehousing, other parts of the supply chain function, Finance and Business Area teams to strengthen the overall order-to-cash process.
• Contribute to regional and selected global improvement projects.

Skills

Analytical skills

Cross-cultural teamwork

Stakeholder collaboration

English and Swedish fluency

Education

Relevant degree in Supply Chain Management / Engineering / Business Administration

Tools

ERP systems

Office tools

BI solutions

Job description

A hands-on Customer Service role for you who enjoy daily operations, teamwork and continuous improvement.

Role overview

In this role, you will lead Customer Service operations for the Scandinavian region, covering Kiilto’s markets in Denmark, Norway and Sweden. You will work closely with a small, experienced team and support high-quality service throughout the order-to-cash process.

The position combines coordination, daily operational work and continuous improvement. You will help set priorities, follow up on KPIs and support the team in meeting agreed service levels. You will also be involved in improving processes, systems and ways of working.

You will be part of an international Logistics and Warehousing team and collaborate with colleagues in Logistics, Supply Chain, Finance and the Business Areas. The role is focused on the Scandinavian region, while also contributing to selected regional and global improvement initiatives where relevant.

Your key responsibilities

• Support and develop the Scandinavian Customer Service team in daily operations.
• Ensure effective day-to-day Customer Service operations, including sales order management, claims handling and customer requests.
• Set priorities, follow up on KPIs and support agreed service levels.
• Improve and harmonize Customer Service processes and ways of working across the Scandinavian markets.
• Support organizational and cultural change initiatives to enable effective cross-border collaboration.
• Analyze Customer Service performance and implement corrective actions and improvements where needed.
• Collaborate closely with Logistics, Warehousing, other parts of the supply chain function, Finance and Business Area teams to strengthen the overall order-to-cash process.
• Contribute to regional and selected global improvement projects.

What we expect

• Relevant academic degree in Supply Chain Management, Engineering, Business Administration, or a related field, higher vocational education (KY/YH), or equivalent experience
• Several years of experience in Customer Service operations, Supply Chain or a similar area.
• Experience from working in an international team and supporting or leading people in a cross-cultural environment.
• Experience of leading change and developing processes, systems and ways of working.
• Strong analytical skills and experience using KPIs and data to drive performance and improvement.
• Good understanding of ERP systems, Office tools and BI solutions.
• Strong communication and collaboration skills in an international, cross-functional environment.
• Fluency in English and Swedish.

Why Kiilto?

At Kiilto, you will be part of a growing international family-owned company with a long-term perspective, an open culture and a strong team spirit. We value collaboration, continuous learning and opportunities to develop together with the company. Employees are encouraged to contribute ideas, take initiative and grow through Kiilto’s innovation and training programs.

The role is based in Malmö, Sweden and requires regular collaboration across the Nordic region, including some travel within the Kiilto countries, mainly within the Nordics.

Latest day for applying is September 14.

Kiilto is a family-owned company based in Finland with over a hundred-year history. Kiilto develops, produces, and markets chemical industry solutions in the fields of construction, industrial adhesives, professional hygiene, and consumer goods. Kiilto’s operations span 9 countries and employs nearly 700 people in total. In 2025, the group's net sales amounted to 217 M€.