Customer Service Manager

Are you passionate about exceptional customer experiences and environmental sustainability? Join Faerch as a Customer Service Manager and play a key role in our commitment to sustainability.

In this role, you'll foster strong customer relationships and develop strategies that enhance satisfaction while promoting eco-friendly practices. Your efforts will directly contribute to our mission of transitioning the industry toward circularity.

This is your chance to make a meaningful impact in customer service and sustainability. With high ambitions and a growing focus on sustainability, there's never been a more exciting time to join our dynamic team.

Your role

We are looking for a Customer Service Manager to lead our sustainability initiatives and oversee customer service operations. In this role, you'll lead a team dedicated to exceptional customer experiences and promote the environmental benefits of our high-recycled content solutions. You'll develop and communicate new business cases at product and site levels, and foster strategic partnerships.

Your responsibilities will include:

• Leading and developing a high-performing customer service team: Foster a collaborative and positive work environment that aligns with our sustainability vision, empowering team members to excel in their roles.
• Enhancing customer satisfaction: Implement effective strategies that address customer needs and feedback, ensuring a responsive and proactive approach to service delivery.
• Monitoring performance metrics: Analyze key performance indicators to optimize processes and improve service quality, driving operational efficiency and customer satisfaction.
• Resolving complex customer issues: Serve as an escalation point for challenging inquiries, leveraging problem-solving skills to find effective solutions while maintaining strong customer relationships.
• Supporting the Sales Director: Collaborate on initiatives that enhance customer satisfaction and drive sales performance, providing insights that align customer service efforts with overall business goals.

Your profile

The Customer Service Manager role offers a chance to drive impactful change in a dynamic environment. You'll use your leadership skills to manage initiatives that enhance customer experience and support our sustainability goals.

You will leverage your expertise and natural curiosity to collaborate with stakeholders who are passionate about service excellence and sustainability practices.

We imagine that you bring some of the following experience:

• Bachelor's degree in business administration or a related field; relevant certifications are a plus.
• Several years of experience in customer service, with a focus on leadership and team development, ideally combined with a passion for delivering high-quality service and identifying areas for improvement.
• Excellent interpersonal and communication skills, enabling effective collaboration with customers and colleagues.
• Strong problem-solving skills with the ability to analyze performance metrics and resolve complex customer issues effectively.
• Ability to thrive in a fast-paced environment, adapting to changing customer needs while collaborating with other departments to align customer service initiatives with business goals.

This role is based at our headquarters in Holstebro, Denmark, where most of our Nordic Customer Service team is located. Occasional travel to our site in Hämeenlinna, Finland, will be required.

Meet Sales Nordic

The Sales Nordic team is a dedicated group of six external Area Sales Managers and a Customer Service team of 11, all committed to delivering exceptional service and customer satisfaction. We work closely together, fostering an environment built on trust, open communication, and collaboration. Each member brings their own expertise, creating a dynamic space where innovative ideas and solutions thrive for our clients across the Nordic region.

Meet Mette, your new manager.

As Sales Director at Faerch, I prioritize trust, consistency, and commitment. I look for team members who are proactive, customer-focused, and take ownership of their responsibilities with strategic insight. Integrity, open communication, and a dedication to continuous improvement are essential qualities.

Joining Sales Nordic means being part of a team driven by professionalism, collaboration, and determination. I empower each member to work flexibly within a supportive structure, valuing proactivity and teamwork.

What is it like to be a part of Faerch?

Working at Faerch, you will become part of an international company aiming to ensure a sustainable future by creating true circularity in food packaging. We are home to great people who are dedicated to achieving our purpose and elevating our business. We believe that your growth is vital to our success, and you can rely on us to invest in your professional and personal development.

Would you like to join us?

If you are passionate about leading a team to deliver exceptional customer service while driving sustainable practices, we invite you to apply and join us in our mission to create a more sustainable future.

For more information about the role, please feel free to contact our Sales Director, Mette Grotrian, at +45 22 39 43 99.

We process applications on a continuous basis, which is why we encourage you to send your application as soon as possible. You can also read more about Faerch on our corporate site www.faerch.com.