Nordic Customer Service Manager

Nordic Customer Service Manager

Smith & Nephew A/S

Are you a strong, empathic, commercially driven leader with outstanding organizational skills?

Strong brand with a strong history

Smith+Nephew has more than 160 years of history delivering MedTech products of high quality to hospitals all over the world. Smith+Nephew designs and makes technology that takes the limits off living and helps healthcare professionals achieve the same goal. This improves the life of patients, while also improving performance. More information is available at

In order to provide the best possible service to Health Care Professionals and their patients, Smith + Nephew are now looking for a Nordic Customer Service Manager to lead the Customer Service team and take it to the next level.

Strong leadership with an operational drive

As Nordic Customer Service Manager, you will report to the Customer Service Cluster Lead based in the UK, and you will manage a team of nine Customer Service Advisors, based in Copenhagen. You will ensure that the team delivers the best possible outcome at all times and that they understand the critical nature of their role in providing products and services to Health Care professionals and their patients as well as internal stakeholders.

Furthermore, you will manage the fulfilment of customer service activity such as call handling, quotations, sales orders, loan/rental, billing, credits, invoice queries and customer returns. Internally the role will focus on building knowledge of, and relationships with Business Units (BU), supporting their BU objective and activities.

The job assignment includes but is not limited to:

  • Recruit, lead, motivate, educate, coach and performance manage a team of customer service advisors to deliver the best possible outcome at all times.
  • Provide new and on-going training to customer services, focusing on performance, telephone technique, company products and services, business related systems and processes.
  • Be a subject matter expert for all activities conducted by customer services and specific to a Business Unit (such as products and services) providing support and escalation for Customer Service Advisors to fulfil activity and resolve issues.
  • Ensure self, and Team are fully compliant with all processes and procedures across S&N.
  • Drive operational rigour within team and maximise operational performance against KPIs and business objectives.
  • Undertake root cause analysis on misses and identify action plans to improve.
  • Engage in monthly reporting and communication on performance with key stakeholders and Team.
  • To proactively manage and develop the performance of direct reports and team members through performance management, calibration, resource review and planning.

Excellent people management skills and SAP knowledge

As a person you are outgoing and have excellent management skills with a proven experience in Customer Service Management, ideally from working in manufacturing within a sales and distribution context. Furthermore, it is important that you have SAP experience – not on an expert level but solid knowledge is important in order to succeed in the role.

You lead by example and can create the right team spirit to ensure your team fell appreciated, motivated and have a clear direction. You are proactive, have an attention to detail and take ownership in what you do.

Would you like to know more?

The recruitment process is carried out in collaboration with the consulting company Compass Human Resources Group. If you want to learn more about the position before submitting your application, please do not hesitate to contact Research Consultant Rebecca Saks or Director Christian Winther on telephone +45 70 20 12 75. Please submit your application and CV as soon as possible, if you are interested. Applications will be processed on an ongoing basis. Please note that all enquiries will be handled with confidentiality and that we will reply to the email address from which you send your CV.

About Smith+Nephew

Smith & Nephew is a global medical technology business dedicated to helping improve people’s lives. We have leadership positions in Orthopedic Reconstruction, Advanced Wound Management, Sports Medicine and Trauma. We have a global presence with 17,500 employees in more than 100 countries and revenue in excess of $5,1 billion.

Deadline forapplication:As soon as possible
Workplace: Copenhagen
Reference: 2218.187
Company: Smith & Nephew A/S