Nordic Customer Service Lead: Operations & Improvement

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

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