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Sandvik

Head of Customer Service

Sandvik

Head of Customer Service at Dormer Pramet leading global customer service operations. Driving service excellence across markets and collaborating with various functions to enhance customer experience.

Posted 7/7/2026full-timeŠumperk • CzechiaLeadWebsite

About the role

Key responsibilities & impact
  • 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

Requirements

What you’ll need
  • Proven leadership experience in Customer Service, Customer Care, Customer Operations, or a related function
  • Strong people leadership and stakeholder management skills
  • Experience driving performance, process improvement, and organizational change
  • Strong customer-focused mindset with solid business acumen
  • Experience working with CRM platforms (e.g., Salesforce, Microsoft Dynamics, or similar)
  • Strong knowledge of SAP and customer order management processes
  • Experience leading system optimization, process standardization, and digital transformation initiatives
  • Strong analytical and problem-solving skills
  • Fluent English.

Benefits

Comp & perks
  • Health insurance
  • Professional development opportunities
  • Flexible work arrangements

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer OperationsPerformance Metrics MonitoringService Quality ImprovementProcess StandardizationDigital Transformation
Soft Skills
People LeadershipStakeholder ManagementCustomer-Focused MindsetBusiness Acumen