Customer Service Specialist

Customer Service Specialist

Job Summary

The Customer Service Specialist plays a vital role in delivering an exceptional experience for Hästens' Partners and customers by ensuring accurate order management, efficient communication, and outstanding customer support. This role is responsible for coordinating customer orders from registration through delivery, maintaining accurate system data, and collaborating closely with Planning, Operations, Logistics, and Sales teams to ensure seamless order execution.

As a primary point of contact for Partners, the Customer Service Specialist provides timely updates on order status, product availability, and delivery schedules while proactively resolving order-related issues. The role supports business operations across multiple markets and contributes to continuous improvements in customer service processes and internal systems.

Key Responsibilities

Order Management

• Confirm orders for production planning within 24 hours of order registration.

• Monitor order progress and proactively communicate delays to Partners, coordinating revised delivery schedules with the Planning team when necessary.

• Track inventory levels, shipped orders, and production requirements for the USA market.

• Process order amendments, including pricing adjustments, product substitutions, and delivery address changes.

• Create and manage prepayment invoices.

• Calculate shipping costs for designated customers and markets as required.

• Manually register orders that cannot be processed through Cooper, including opening orders for products not available in the system.

• Collaborate closely with Operations and Logistics to ensure accurate and timely order information is communicated to Partners.

• Serve as the primary contact for Partners regarding order status, execution issues, and order-related complaints.

Customer Service

• Respond to Partner and customer inquiries via email and telephone regarding inventory availability, lead times, product information, and order status.

• Support inquiries related to special-order products, including pricing and ordering options.

• Provide timely and accurate order status updates.

• Distribute inventory availability reports to USA customers.

• Manage incoming switchboard calls (Sweden only).

Business Support

• Set up new customer accounts in Cooper.

• Support promotional campaigns through manual price adjustments, order approvals, and pricing validation.

• Provide reception coverage when required (Sweden only).

• Create and maintain IDP agreements.

• Assist with system improvements, testing, and issue management across Salesforce, Rootstock, and Cooper.

Minimum Qualifications

• Previous experience in a customer service, customer support, or other customer-facing role.

• Excellent verbal and written communication skills.

• Strong organizational skills with exceptional attention to detail.

• Ability to manage multiple priorities in a fast-paced environment.

• Strong problem-solving skills and a proactive approach to customer support.

• Ability to quickly learn new systems, processes, and products.

• Experience working with ERP, CRM, or order management systems is an advantage.

Key Competencies

• Customer-focused mindset with a commitment to delivering exceptional service.

• Strong collaboration and teamwork skills.

• Excellent planning, coordination, and time management abilities.

• High level of accuracy and attention to detail.

• Adaptability and willingness to embrace change.

• Ability to build positive relationships with internal stakeholders and external Partners.

• Continuous improvement mindset with a proactive approach to identifying process enhancements.

About Hästens

At Hästens, we strive for a world where people sleep well – one that’s more joyful, peaceful and loving. Every day since 1852, we continue to hone our world-class craft in our factory in Köping, Sweden. Sleep may be today’s ultimate modern luxury. But it’s more than that; it’s a biological necessity and the foundation of our entire wellbeing. We want people to sleep well so that they can create the future they dream of upon waking. That’s why our master craftsmen consider and handcraft every detail of our bespoke designs using only the finest natural materials.

We are proud to be a world-class international brand, operating in more than 40 countries with over 300 partners in Europe, Asia, America and Africa – and still growing.