Team Leader to Customer Service at Billerud, Gruvön

At Billerud we believe that when we have tomorrow in mind, we will do our very best today. It is thanks to our employees that we are a world-leading company within the field of renewable paper and packaging materials. Do you want to realize your true value and work for a sustainable tomorrow? Join us!

About the Role:

We are looking for a dedicated Team Leader & Customer Service Specialist to join us. In this role, you will be leading a team of customer service representatives in Gruvön, outside Karlstad, where you will also be placed. In combination with the manager role, you will also be responsible for some of the customer accounts.

Our Customer Service team is at the core of our operations, ensuring that our customers receive top-quality service. We are looking for someone who can inspire, support, and develop both people and processes – creating an environment where both the team and our customers thrive.

Your Key Responsibilities:

• Lead, coach, and develop a team of customer service specialists.
• Monitor team performance KPIs and drive continuous improvements.
• Set goals and support performance management.
  
  
• Handle escalated customer inquiries and solve complex issues.
• Ensure compliance with policies and regulations.
• Improve processes and ways of working to enhance service levels.
• Manage customer orders and deliveries, ensuring smooth operations.

Kvalifikationer

Kvalifikationer:

• Leadership experience
• Experience of change management, leading teams through larger changes.
  
  
• Bachelor's or Master's degree in Science/Business Administration, or equivalent experience as deemed relevant by Billerud.
• Experience working with customer service systems (e.g., SAP, IFS, CRM).
• Fluency in English and Swedish, both orally and written.
  
  

This role includes personnel responsibility, meaning you will lead, support, and develop a team within Customer Service. Previous experience in a leadership position is a requirement. We highly value your ability to demonstrate leadership qualities, through coaching, mentoring, project management, or other relevant experiences.

As we will be in an exciting time ahead, implementing a new ERP system over the coming years, we are also looking for documented experience in guiding a team though change.

We are looking for someone who can inspire, guide, and create a positive and engaging work environment.

Personliga egenskaper

To thrive in this role, you are a strong communicator with a strategic mindset where a coaching approach creates psychological safety in your interactions. You enjoy working in a dynamic environment, embracing change, and driving continuous improvement.

You have a structured and analytical way of working, with the ability to solve problems and take a hands-on approach when needed. Independence and proactivity come naturally to you, while at the same time, you are a strong team player who values collaboration and a “team before self” mindset.

Kontakt

If you want to know more about the position, please contact Martine Olsson - Senior Manager Customer Service, by e-mail: Martine.

Olsson@billerud.com or via phone: +46855333603 

If you want to know more about the recruitment process, please contact Karin Julin, HRBP at karin.julin@billerud.com. 

Why us?  

• Be part of a Dynamic team within Billerud
• An opportunity to contribute to a more sustainable future 
• Development and career opportunities 
• Performance-based bonus and a number of different benefits according to company policy.
  
   
• Opportunity to hybrid working according to company standard.   

Ansökningsinformation

We will review applications continuously, so apply today! The last application date is May 20th.

Our recruitment process will include recruitment test, interviews, reference checks and alcohol- & drug test. 

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