Head of Global Customer Service Excellence

Job Responsibilities:

• Assess the current state of customer service and order management processes across regions and Quote-to-Cash phases; identify gaps and define a phased roadmap to elevate maturity.
• Establish and evolve global process standards, SOPs, governance frameworks (including decision rights, escalation criteria, and KPIs) for quoting support, order fulfillment, helpdesk operations, case management, and post-order service.
• Balance global standardization with regional flexibility by incorporating field feedback, piloting improvements, and iterating standards over time.
• Define and negotiate service level agreements (SLAs) and support-level policies for worldwide customer service operations.
• Control and prioritize customer orders based on global customer segmentation strategy, ensuring high-priority customers’ needs are addressed first.
• Establish frameworks for order accuracy, touchless processing rates, fulfillment cycle time, and quote turnaround improvement.
• Drive process harmonization across regions — reducing variability, eliminating bottlenecks, manual workarounds, and order-related escalations.
• Serve as a key business stakeholder for Microsoft Dynamics CRM and Digital Contact Center (DCC) for the Quote-to-Cash and customer service domain — defining requirements, process workflows, and service configurations.
• Co-own CRM/DCC platform governance with defined swim lanes: Customer Process Excellence owns service, case management, order processing, and fulfillment modules; Sales Excellence owns lead, opportunity, and pipeline modules — transitioning toward a Digital Transformation CoE-owned platform model.
• Drive operational adoption of customer service technology and process changes (day-to-day usage, compliance, simplified workflows) in partnership with Go-to-Market Enablement.
• Establish and enforce data governance, quality, and hygiene standards for customer, case, and order data — ensuring CRM/DCC serves as the system of record and source of truth.
• Define, track, and improve key global customer service KPIs — including quote turnaround time, order accuracy, case resolution time, escalation rates, customer perception(CSAT), cost-to-serve, and touchless order rates.
• Build and maintain dashboards and reporting mechanisms that provide actionable insights to senior leadership and regional teams.
• Lead global improvement initiatives using continuous improvement methodologies (Lean, Six Sigma, Kaizen, Value Stream Mapping) to optimize customer service and order management processes.
• Identify and eliminate process fragmentation, inefficiencies, rework drivers, and customer pain points across the end-to-end Quote-to-Cash journey.
• Apply automation and digitalization principles to improve CS processes, service quality, and cost efficiency.
• Functionally lead and develop Regional Customer Service Excellence Leaders (Americas, EMEA, APAC).
• Ensure global alignment while enabling local market adaptability across diverse cultural, commercial, and regulatory environments.
• Foster a culture of continuous improvement, collaboration, customer-centricity, and accountability within the team and across partner functions.

Qualifications:

• Master’s degree or diploma in Business Administration, Engineering, Operations Management, Supply Chain, or a relevant field.
• Many years of professional and management experience in customer service operations, process excellence, order management, or business transformation within a B2B industrial, manufacturing, or technology environment.
• Proven track record of leading cross-regional or global process standardization and improvement initiatives.
• Experience with CRM platforms (Microsoft Dynamics preferred), ERP systems (SAP preferred), and workflow automation tools.
• Strong background in Quote-to-Cash processes, customer service excellence, case management, and fulfillment operations.
• Demonstrated success managing and developing globally distributed teams.
• Excellent proficiency in English, both verbal and written.