Head of EMEA Order Management, GN Hearing

This is a unique opportunity to shape how GN Hearing will work with order management at a European level. Join us to build and develop this function as you become the driving force in creating the future order management set-up.

Head up a brand-new team
Based in Ballerup, you will lead our new EMEA Customer Service team consisting of 2 order supervisors. The team is closely tied to our external partner – our new shared services function of 35 colleagues in Budapest handling order entries – and your job will be to instill and infuse the GN culture in this new function and incorporate it into the GN spirit.

Define the future of our order management set-up
You will be a central figure in transforming our European order management set-up. Previously, order management was decentralized, leaving us with multiple processes and ways of working. Your job will be to st­reamline our processes from a central function, working closely with the local customer service units and stakeholders.

We are currently in the implementation phase and expect to be fully up and running across Europe in April 2021. You will join us at the crucial point of bringing the function to life and further developing the set-up. Thus, you will be instrumental in setting the direction for how we move forward, and you will also be an important part of switching to a new ERP system.

Moreover, you will:

• Manage the performance of our shared service center against industry best practice on KPIs for processes in scope
• Support sales and distribution to secure system is set up and tested to sell items for all customers in close collaboration with Global Master Data
• Develop and maintain tools that enable us to measure performance against internal KPIs and industry best practice, ensuring continuous improvement of customer satisfaction scores on customer support related services
• Utilize data to prepare and present reports and make recommendations in relation to the order management function
• Act as a role model by living the GN values and leadership principles

Listen, challenge and transform
In this role, you will be part of a lot of cross-functional and cross-cultural collaborations. And as it is a new way of working, you will get to challenge your change management skills and the way we work.

“It’s a transformation journey where you’ll have to listen to the needs from the organization but also create something new. You’ll be part of our new customer service management team of 4 colleagues and we’ll work closely together to bounce ideas off each other and ensure collaboration between our teams,” says Lars Steffensen, Customer Service Director.

Manager with cross-functional experience and customer focus
We are looking for someone who knows all about customer satisfaction and service processes. You understand how to manoeuvre across an organization where needs and cultures can be different – because you are the clue that ties everything together with a listening ear and amazing collaboration skills.

Moreover, we imagine that you:

• Have several years of experience from a cross-functional management role within customer service or order management

• Know how to manage external suppliers and handle indirect reports, energizing both local and remote teams
• Have experience with standardizing processes to gain efficiency and improve performance
• Have established track record in leading changes in cross-culture working environments and managing virtual teams
• Preferably have advanced knowledge of customer service IT systems such as CRM, ERP systems and claim systems
• Have great communication and presentation skills in English

Would you like to know more?
To apply, use the ‘APPLY’ link no later than March 16th, 2021. Applications are assessed on a continuous basis, which is why we encourage you to send your application as soon as possible.

If you want to know more about the position, you are welcome to contact Customer Service Director Lars Steffensen on +45 4055 0581.

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