Head of Customer ServiceVerified as a real position

Who we’re looking for

• 10+ years of experience in Customer Service, Customer Operations, Order Management, or a related customer-facing function.
• 5+ years in a senior leadership role with responsibility for customer service strategy, operational performance, and team development.
• Proven experience leading managers and large international teams (+30 employees) within a global, matrix organization.
• Strong background in manufacturing, industrial, engineering, tooling, machinery, or comparable B2B environments.
• Demonstrated success driving customer service transformation, process improvement, and customer experience initiatives.
• Strong expertise with SAP ERP and customer order management processes; experience with SAP S/4HANA is an advantage.
• Experience working with enterprise CRM platforms such as Salesforce, Microsoft Dynamics 365, or SAP CRM.
• Proven ability to improve service metrics including customer satisfaction, service levels, OTIF, and operational efficiency.
• Strong stakeholder management skills with experience collaborating across Sales, Marketing, Supply Chain, Operations, Finance, and IT.
• Bachelor's degree required; Master's degree or MBA preferred.
• Fluent English required (C1 level minimum).

What you’ll do

• Lead and develop high-performing Customer Service teams.
• Define and implement service strategies, standards, and best practices.
• Drive customer satisfaction, service quality, and operational excellence.
• Monitor and improve key performance metrics and service processes.
• Manage complex customer escalations and support cross-functional problem-solving.
• Partner with Sales, Marketing & Communications, Supply Chain, Finance, Operations, and IT to improve the end-to-end customer experience.
• Drive continuous improvement and service transformation initiatives.
• Optimize the use of CRM and SAP systems to improve customer service processes, reporting, customer insights, and operational efficiency.
• Identify opportunities for process simplification, automation, and digitalization leveraging CRM and SAP capabilities.
• Act on behalf of the Customer Service function in assigned projects, governance forums, and leadership discussions.

About the position

Join Dormer Pramet and Help Shape World-Class Customer Service Dormer Pramet, part of the Sandvik Group, is a global manufacturer and supplier of metal cutting tools, supporting customers across a wide range of industries and markets. With a strong heritage, global footprint, and commitment to innovation, we help our customers improve productivity and performance through high-quality products, technical expertise, and outstanding service.

Benefits

• This is a unique opportunity to shape the future of Customer Service at Dormer Pramet, leading a critical function with global visibility and significant impact on customer experience, operational excellence, and business performance.