As Head of Customer Service at European Sperm Bank, you will work for an organisation striving to help people all over the world fulfill their dream of becoming parents.
Our services are in high demand – we export to more than 70 countries and are rapidly growing each year. To strengthen our customer experience, we are looking for a Head of Customer Service who can help us reach our targets, and ensure that all our customers are met with a positive attitude and a strong focus on counselling.
YOUR PRIMARY TASKS
Your primary tasks include counselling our clients and maximizing sales opportunities. You do this by providing superb customer service to anyone contacting ESB via phone, e-mail and chat, as well as, making sure orders are handled from entry to final shipping, whether it is for B2C or B2B customers.
You set clear goals and monitor KPI’s daily, taking action accordingly. In doing so, you ensure the right resources are allocated to markets and channels for a timely response, and quick wins are made through process optimizations.
You constantly ensure the team are updated on counselling, products, prices, and processes and systems, though training and coaching. You know this is the basis of a competent and engaged team, and appreciative feedback is one of your fortes.
Cross-functional collaboration is essential to the role and you will be working closely with both Digital, Brand & Communication, Shipping and IT. We are in the process of implementing a new CRM system this autumn and your role will be to fully implement and utilize the new system in close collaboration with IT. You will also give input to Digital about e-mail automatization, for example, and coordinate the yearly plan for seminars and exhibitions with the Regional Sales Managers.
THE TEAM YOU WILL BE PART OF
As part of the Commercial organisation, you will report to the CCO and be a part of the Commercial Management team, including our Regional Sales Managers. You will be leading a team of 15 Client Service employees at our headquarters in Nørrebro.
Overall, you will be part of an international working environment that is friendly and fast-paced. We have an entrepreneurial mindset and you will be surrounded by colleagues who genuinely want to make a difference for donor-conceived children and their parents.
You are a highly experienced manager with a proven track record within Sales and Customer Service, handling both B2B or B2C customers. You have a strong understanding of how customer service and e-commerce can benefit from each other. Preferably, you have experience within a MedTech/Healthcare industry or a service industry offering highly complex products in a regulated international market.
You understand the value of knowing your markets, numbers, and what drives your customers needs and your strong analytical skills helps you utilize and act on them.
You are a strong communicator both verbally and in writing, and as a people manager, you have excellent coaching skills. You have a contagious energy that motivates the team around you and creates a strong team spirit.
You speak English and preferably German or another language.
If you’re interested in the position, please apply by using the link below.
Should you have additional questions, you’re welcome to contact HR Director, Christina Munksgaard - email@example.com +45 38 34 36 00
FACTS ABOUT EUROPEAN SPERM BANK
European Sperm Bank helps women and couples create a family through the use of donor sperm.
We export to more than 70 countries, and over the years, we've helped more than 30,000 families across the world.
Established in 2004, European Sperm Bank is one of the leading players in our industry. Our headquarters are in Copenhagen and we have local offices in Hamburg and London.
We prioritise high-quality sperm, industry-leading donor testing and thorough counseeling to ensure the best possible experience when deciding to be a donor or choosing to have a donor child.
Thinking of the future is natural for us, and we do everything in our power to give the children we help bring into the world the best possible start in life. This warm, passionate spirit is reflected in our communication with customers and in our company culture. We’re team players who enjoy working together to make a valuable difference to women and couples.
Learn more about us at www.europeanspermbank.com.