Manager, Customer Service, Middelfart

Purpose of the Role 

We are looking for a dynamic and experienced leader to take ownership of Customer Service and Order Processing for our WHS business in Middelfart, Denmark. You'll manage a high-performing team of approximately 10 direct reports, drive operational excellence, ensure outstanding service delivery, and support tender and regulatory requirements.

You will be part of the local operational leadership team in Denmark and collaborate closely with your Nordic peers through regular cross-country meetings and calls to ensure alignment and shared best practices.

More about the role 

Improve service delivery and tender readiness in close collaboration with colleagues

• Lead all country-level customer service operations: order entry (BTE/ITE/HP/Service), credit returns, and master data management. 
• Develop and implement strategic plans aligned with both local and Nordic regional business goals. 
• Improve service delivery and tender readiness in close collaboration with Nordic leadership. 
• Manage complex escalations and ensure seamless customer interactions. 
• Proactively engage with customers to exceed service expectations. 

People Leadership

• Lead, mentor, and develop a motivated customer service team. 
• Drive talent development, performance management, salary reviews, and employee engagement initiatives. 
• Cultivate a culture of inclusion, continuous improvement, and high performance. 

Governance & Compliance

• Ensure full compliance with Sonova Group standards and local regulations. 
• Act as the local GDPR champion ensuring privacy compliance in customer interactions. 
• Track, analyze, and report on Customer Service KPIs to monitor and improve service performance. 
• Oversee the customer feedback and complaint-handling framework. 

Cross-functional Collaboration

• Partner with Sales, Marketing, and other departments to meet customer needs and support contractual commitments. 
• Contribute to demand planning by forecasting product needs and providing inventory insights. 
• Collaborate with internal stakeholders (HQ, Nordic leadership) to align on processes and strategic goals. 

Customer Experience (CX) Leadership

• Own and enhance the end-to-end customer journey, ensuring a seamless, customer-first approach. 
• Lead CX improvement initiatives including journey mapping, escalation workflows, and digital service enhancements. 
• Deliver monthly CX dashboards and performance reviews with clear action plans. 
• Educate team members and other departments on customer-centric practices to embed a CX mindset across the organization. 

Flexibility & Hands-on Support

• Provide operational support during peak periods or staffing gaps. 
• Actively contribute to the local leadership team and broader business initiatives. 

More about you 

• Proven leadership experience in Customer Service / Operations / Order Management, ideally in a regulated or healthcare-related environment. 
• Strong understanding of order processing systems, customer experience principles, and compliance frameworks (incl. GDPR). 
• Strategic thinker with excellent analytical, problem-solving, and cross-functional collaboration skills. 
• A natural people leader with experience in coaching and developing teams. 
• High level of accountability, ownership, and a proactive approach to improvement. 

Why Join Sonova? 

At Sonova, we offer more than just a job — we offer a chance to make an impact. You'll join a collaborative, inclusive environment where your ideas matter and your leadership shapes how we serve our customers. With our modern office spaces, focus on employee development, and strong company values, you'll be empowered to grow both personally and professionally. 

More about what we offer 

As one of the world's leading hearing care providers headquartered in Switzerland, we're committed to building an inclusive culture. We want to create an environment where you can balance a successful career with your commitments and interests outside of work, through our flexible hybrid working model. We offer a wide range of competence development opportunities for both your professional and personal growth, and there are exceptional opportunities for advancement through individual development plans. 

Your application

Please send in your application via our recruitment system, this allows us to manage your personal data in a safe way as well as ensuring your application is reviewed in a structured and efficient way.
Please note that we are reviewing applications on regular basis.

We look forward to hear more about you