Head of Customer Service

About the Role

Join Dormer Pramet, part of the Sandvik Group, a global manufacturer and supplier of metal cutting tools. 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.

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, 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

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.

Dormer Pramet is a leading global manufacturer and supplier of tools to the metal cutting industry, with offices in 22 countries worldwide. We are committed to providing our customers with reliability through consistently high quality products and customer-driven support services, and through the commitment of our employees. Our shared passion for building long-term partnerships based on trust and transparency delivers the collective pride which comes from putting customers at the centre of everything we do.

How to Apply

Please click the 'apply now' button or call 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.