Head of Customer Service

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Sandvik

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1862

💰 Post-IPO Debt on 2022-09

Manufacturing • Mining • Infrastructure

Sandvik is a global, high-tech engineering group that provides innovative solutions aimed at enhancing productivity, profitability, and sustainability within the manufacturing, mining, and infrastructure industries. With a strong focus on engineering and sustainability, Sandvik strives to advance the world through smarter solutions and important shifts. The company is known for its commitment to sustainable practices, innovation, and its supportive policies such as global parental leave. Operating on a global scale, Sandvik continues to be a positive force in shaping the future of industry with expertise and innovation.

📋 Description

• 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

• 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).

🏖️ Benefits

• Professional development opportunities • Flexible working hours