Head of Global Customer Service Excellence

HARTING Technology Group; Barcelona; Sur place; EUR 90 000 - 120 000; Plein temps

Avantages offerts par ce poste

Competitive compensation (EMEA)

Flexibility (EMEA)

HARTING Birthday (EMEA)

Informal atmosphere (EMEA)

Résumé du poste

HARTING Technology Group seeks a Senior leader to drive global customer service excellence and end-to-end Quote-to-Cash improvements. You will co-own CRM/DCC governance and define requirements, workflows, and configurations to harmonize processes across regions.

Experience leading distributed teams, implementing SAP and Microsoft Dynamics, and delivering KPIs such as CSAT and cost-to-serve is essential. This role demands strong change leadership and collaboration across markets.

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.

Responsabilités

• 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.

Connaissances

Leadership

Cross-functional collaboration

English proficiency

Formation

Master’s degree or diploma in Business Administration/Engineering/Operations Management/Supply Chain

Outils

Microsoft Dynamics

SAP

Workflow automation tools

Description du poste

HARTING stands for strong connections – across the globe. As one of the leading international suppliers of industrial connectivity, we are connecting customers to their digital future. And as an employer? We connect around 6,000 people at our headquarter in Espelkamp and at locations worldwide. Here you’ll find great colleagues, as well as ever new opportunities and innovations revolving around IoT and artificial intelligence. In everything we do, we remain true to our roots: as a regionally connected family business that always stays firmly grounded in spite of our stellar high-tech. Here’s to your unique future with us: Yours!

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.

Benefits

• Competitive compensation (EMEA)
• Flexibility (EMEA)
• HARTING Birthday (EMEA)
• Informal atmosphere (EMEA)