Head Of Customer Service

Your Role In Our Team

The Head of Customer Service is responsible for leading the end-to-end customer service organization for Körber Supply Chain Automation, ensuring exceptional customer experience throughout the lifecycle of automated supply chain solutions. This role oversees service operations, customer support, field service, maintenance agreements, spare parts, service sales, and continuous improvement initiatives to maximize customer satisfaction, operational performance, and profitability.

The successful candidate will develop and execute a customer-centric service strategy that supports Körber's commitment to innovation, operational excellence, and long-term customer partnerships across warehousing, distribution, parcel, and material handling automation environments.

Main Responsibilities

• Define and execute the Customer Service strategy aligned with business objectives, driving a customer-centric and service excellence culture.
• Lead and oversee all Customer Service operations, including Technical Support, Field Service, Maintenance, Service Desk, Spare Parts, and Service Contracts.
• Ensure high levels of customer satisfaction by managing key customer relationships, handling critical escalations, and meeting contractual SLAs.
• Drive operational excellence through process optimization, resource planning, continuous improvement, and digital service initiatives.
• Own the Customer Service P&L, managing budgets, profitability, and identifying opportunities to grow recurring service revenue.
• Lead, coach, and develop high-performing service teams, fostering collaboration, accountability, and employee engagement.
• Support business growth by partnering with Sales on service proposals and customer value propositions.
• Ensure compliance with health, safety, quality, and regulatory standards across all service operations.
• Monitor and improve key performance indicators, including Customer Satisfaction (CSAT), Net Promoter Score (NPS), SLA performance, Service Revenue Growth, First-Time Fix Rate, MTTR, Contract Renewal Rate, and Employee Engagement.

Your Profile

• Bachelor's degree in Engineering, Business, Supply Chain, or a related field.
• 10+ years of experience in Customer Service or Service Operations within industrial automation, intralogistics, or a similar industry.
• 5+ years of leadership experience managing customer service teams.
• Strong commercial, customer relationship, and operational management skills.
• Experience driving continuous improvement and business transformation.
• Fluent in English.
• Master's degree (MBA or equivalent) is a plus.
• Experience with warehouse automation, robotics, AGVs/AMRs, or material handling solutions.
• Knowledge of Lean, Six Sigma, or ITIL.
• International leadership experience.
• Strategic leadership and customer focus.
• Commercial and operational excellence.
• Strong communication, stakeholder management, and problem-solving skills.
• Results-driven with excellent people leadership.

Equal Opportunity Statement

We value diversity and therefore welcome all applicants - regardless of gender, nationality, ethnic or social origin, religion/belief, disability, age, sexual orientation and identity, and any other protected status.

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