Team Leader to Customer Service at Billerud, Gruvön
Job description
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 our team in Gruvön. In this role, you will split your time between leading a team of customer service representatives and working hands-on with customers.
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.
Qualifications
Qualifications:
- 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 (additional languages are a plus).
This role includes personnel responsibility, meaning you will lead, support, and develop a team within Customer Service. While previous documented experience in a leadership position is not a requirement, we highly value your ability to demonstrate leadership qualities—whether through coaching, mentoring, project management, or other relevant experiences.
We are looking for someone who can inspire, guide, and create a positive and engaging work environment.
Personal qualities
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.
Contact
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.
Application information
We will review applications continuously, so apply today! The last application date is March 30th.
Our recruitment process will include recruitment test, interviews, reference checks and alcohol- & drug test.
Do you want to help create a sustainable future through your work?
At Billerud, we are fully committed to reduce our and our customers carbon footprint by offering high-performance paper and packaging materials. We are convinced that the right solutions can be important tools to help fight climate change. That's why we see it as our responsibility to enable the best packaging choices, for a better tomorrow.
Our proud history in the forestry and paper industry goes back more than 150 years. Since then, we’ve grown to what we are today: a world leading company in high-performing paper and packaging materials - passionately committed to sustainability, quality, and customer value. Our materials are the basis of packaging and paper products used by millions of people around the world, 24 hours a day, all year round.
We serve customers in more than 100 countries through our three business areas Liquid Packaging Board, Paper and Paper Board. Our nine production units are located in Sweden, USA, and Finland and we have around 6,000 employees in 19 countries. Our annual turnover is approximately SEK 41.2 billion and the share is listed on Nasdaq Stockholm. At Billerud we always put safety first, care for each other, and do what we say.
