Job Summary

The Customer Service Specialist plays a key role in supporting Hästens' Partners and customers by ensuring efficient order management, accurate information flow, and exceptional customer service. This position is responsible for coordinating orders from registration through delivery, managing customer inquiries, maintaining system accuracy, and collaborating closely with planning, operations, and logistics teams. The role serves as a primary point of contact for Partners regarding order status, product availability, and order-related issues, helping to ensure a seamless customer experience while supporting business operations across multiple markets.

Key Responsibilities

Order Management

• Confirm orders for planning 24 hours after order registration.

• Manage and communicate order delays to customers and, when necessary, work with the planning team to reschedule orders.

• Keep track of which products are in stock in the USA, what has already been shipped, and which products need to be produced (USA only).

• Adjust orders as needed, including price adjustments, product swaps, and changes to delivery addresses.

• Handle and create pre-payment invoices.

• Calculate shipping costs for certain customers and markets as needed.

• Manually register certain orders, e.g., opening orders for products not listed in Cooper.

• Collaborate with operations and logistics to ensure Partners receive seamless information regarding orders.

• Serve as a point of contact for Partners regarding order issues, order status inquiries, and complaints related to order execution.

Customer Contact

• Receive and handle customer inquiries via email and phone, such as questions about inventory levels, order lead times, and product-specific inquiries.

• Handle inquiries for special products, including questions regarding pricing and ordering options.

• Provide order status updates as requested by Partners.

• Send out inventory lists to customers (USA only).

• Manage the switchboard (Sweden only).

Other Responsibilities

• Set up new customers in Cooper.

• Manage campaigns, including manual price adjustments, order approvals, and price testing.

• Cover reception when needed (Sweden only).

• Create IDP agreements.

• Support the development and bug management of systems (Salesforce, Rootstock, Cooper).

Minimum Qualifications

• Previous experience in a customer-facing role is required.

• Strong verbal and written communication skills.

• Strong ability to learn quickly and adapt to new information.

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.