Job Description Summary

The Nordic CRM Team Leader is responsible for leading, developing, and motivating a team of Customer Service representatives to deliver high-quality service to customers. This role involves close collaboration with various business units and European shared service centres, ensuring operational efficiency and continuous process improvements. In addition to leading the team, this role includes active involvement in daily customer service operations, such as handling queries, managing service requests, and ensuring smooth execution of tasks. Based in Stockholm, this position requires strong leadership skills and a proactive approach to managing team performance and service excellence. This is an office-based role, requiring four days in the office and one optional day working from home.

Job Description

We are the makers of possible

BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.

Why join us?

A career at BD means learning and working alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. You will have the opportunity to help shape the trajectory of BD while leaving a legacy at the same time.

To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you’ll discover a culture in which you can learn, grow and thrive. And find satisfaction in doing your part to make the world a better place.

Become a maker of possible with us!

Main responsibilities will include:

• Lead and coordinate the team to achieve objectives, setting annual goals, conducting regular progress reviews, and holding end-of-year discussions.
• Motivate and support team members’ professional development, ensuring they have the right skills and training.
• Manage the recruitment process for new team members.
• Oversee daily customer service operations, ensuring service requests, claims, and queries via phone, email, and chat are handled efficiently.
• Allocate resources effectively to meet daily operational targets.
• Implement and monitor key performance indicators, proposing improvements to enhance service levels.
• Drive continuous improvement initiatives related to customer service processes and strategies.
• Collaborate with internal teams to support service projects and ensure alignment with business needs.

About you:

• Academic degree (bachelor’s degree or equivalent).
• First experience in a leadership role, demonstrating strong team management and organisational skills.
• Experience in a customer-focused support function, with a preference for managing process improvements and leading projects.
• Excellent communication and interpersonal skills, with the ability to engage with a diverse range of people.
• Strong problem-solving and analytical skills, with attention to detail.
• Fluency in English and Swedish, with Finnish as additional language preferred.
• Knowledge of Salesforce and SAP ERP is highly desired.

Click on apply if this sounds like you!

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.

To learn more about BD visit: https://bd.com/careers

Required Skills

Optional Skills

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Primary Work Location

SWE Stockholm - Marieviksgatan

Additional Locations

Work Shift

At BD, we are strongly committed to investing in our associates—their well-being and development, and in providing rewards and recognition opportunities that promote a performance-based culture. We demonstrate this commitment by offering a valuable, competitive package of compensation and benefits programs which you can learn more about on our Careers Site under Our Commitment to You.

Salary or hourly rate ranges have been implemented to reward associates fairly and competitively, as well as to support recognition of associates’ progress, ranging from entry level to experts in their field, and talent mobility. There are many factors, such as location, that contribute to the range displayed. 

The salary or hourly rate offered to a successful candidate is determined by their experience, education, and skills, as well as the labor laws and Collective Bargaining Agreement (CBA) requirements applicable to the work location.

Salary Range Information

kr497,900.00 - kr846,400.00 SEK Annual