Global Head of Customer Service (m/f/d)

Global Head of Customer Service (m/f/d)

Permanent

About Heraeus

Making displays foldable? Helping hearts beat with medical innovations? Or breathing new life into precious metals? As a family-owned global technology group we help our customers to always being one step ahead.

About Heraeus Covantics

We are one of the leading materials specialists in the production and processing of high-purity quartz glass and other high-quality materials such as ceramics and innovative composites. With a global team of over 2,000 employees and locations in Europe, the USA, and Asia, we specialize in manufacturing semi-finished products, complex system components, and customized solutions for the information and telecommunications industry, the production of specialty fibers for industrial and medical applications, semiconductor manufacturing, and optics.
In our company, you can expect an innovation-driven work environment, global teamwork, and the opportunity to take an active role in social and environmental responsibility. Become part of our team and shape the future with us!

The following challenges await you:

• In this role, you will be responsible for the global strategic direction and further development of Customer Service in alignment with the company’s objectives.
• You will lead and develop international teams and establish a high-performing, customer-centric service culture.
• A key focus of your role will be the optimization of global end-to-end service processes, as well as driving standardization and digitalization.
• You will ensure consistently high service quality and an excellent customer experience across all regions.
• Based on clearly defined KPIs, you will manage global service performance and derive data-driven improvement measures.
• In addition, you will work closely with international stakeholders and cross-functional teams and represent Customer Service in strategic initiatives.

Your Profile:

• Several years of international leadership experience in Customer Service, ideally in an industrial environment
• Proven track record in operational excellence, process optimization, and KPI-driven performance improvement
• Experience in global transformation, standardization, and digitalization initiatives
• Strong analytical and strategic skills, as well as experience with KPI frameworks and BI tools (e.g., SAP, Qlik)
• Excellent change management and stakeholder management skills in complex matrix organizations
• A proactive, structured leadership personality with a strong customer focus and commitment to team development

Your Benefits:

• Strong compensation package - attractive base salary plus bonus and support for private pension plan
• Modern working time organization - time sovereignty without time recording, focus on results-oriented work
• Regular time off - 30 days annual leave plus up to 6 additional days off (company closures on bridge days and between the years), special leave for special occasions,life phase account for paid time off (e.g. sabbatical, earlier retirement)
• Additional benefits - subsidies for public transport, discounts in many (online) stores, company medical service with comprehensive preventive check-ups, sports facilities and employee canteen with freshly prepared meals every day
• Sustainability and social commitment - sustainability as part of the corporate strategy and targeted support for initiatives in the areas of education, family and science through our own foundations