Business development

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, 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

• 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, with the ability to leverage systems and data to improve service outcomes.

• Experience leading system optimization, process standardization, and digital transformation initiatives.

• Strong analytical and problem-solving skills.

• Fluent English.

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.

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