Head of Customer Service

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.

We are seeking an experienced Head of Customer Service to lead our Customer Service function and drive service excellence across markets and channels.

Reporting to the VP Global Sales , you will be responsible for the overall performance, development, and continuous improvement of the Customer Service organization. You will lead Customer Service Managers and teams, establish service standards and KPIs, and work cross-functionally to deliver an outstanding customer experience.

Location: Flexible (Europe preferred)

Key Responsibilities

• 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, Marke ting & Communic a tions, 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 .

Who you are

You are an experienced customer service leader who has successfully led multinational customer service operations within a manufacturing, industrial, or engineered products environment. You have a strong track record of leading leaders, improving service performance, driving digital transformation, and leveraging SAP and CRM platforms to enhance the customer experience and operational efficiency.

What 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).

Why Join Us?

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.

Interested? We'd love to hear from you.

HOW TO APPLY

Please click the ‘apply now’ button below or call us and talk to us to find out more. For further information visit our website: www.dormerpramet.com

As we aim for a fair recruitment process, we utilize assessment tools to safeguard objectivity. When you apply for this job, you may receive an invitation via email to a personality and logic ability test. Feedback comes immediately after the test has been completed and the selection process begins after the application deadline.