Head of Customer Service (m/w/d)

Pacific International Recruitment is an exclusive recruitment consultancy with over 25 years of experience in placing specialists and executives. With headquarters in London and additional offices in Düsseldorf and Philadelphia, we support our clients and candidates across the EMEA region and the USA.

Our client is a European market leader in sustainable packaging solutions and is currently in an exciting phase of international growth. With a strong focus on innovation and environmental responsibility, the company develops forward‑thinking products for global industrial clients.

What You’ll Do

• Foster a customer‑first culture and elevate service standards
• Lead the transformation of Customer Service into a professional, efficient, and sales‑supportive function
• Support the global sales strategy and drive commercial excellence
• Implement standardised processes to ensure consistent, high‑quality customer interactions
• Define and manage KPIs focused on: customer satisfaction, complaint management, process efficiency, and data quality
• Inspire, coach, and grow an international team, promoting innovation and continuous improvement
• Drive improvements in SAP ERP processes (e.g., automated invoicing, customer master data)
• Utilise data to optimise sales operations and support effective decision‑making

What We’re Looking For

• Master’s degree in Business Administration or a related field
• Fluent in English; additional languages like Spanish and German are a plus
• Strong experience with CRM systems and SAP (SD module)
• Proven leadership experience in a similar role within an international B2B environment
• Expertise in developing and implementing sales and customer service strategies, structures, and processes
• Strong conceptual and analytical thinking with a process‑oriented mindset
• High business acumen and customer service orientation
• Strong leadership, coaching, and communication abilities

For further information on this position and a confidential discussion about your career, please contact us. Apply directly through this LinkedIn post to ensure your application is reviewed.

Seniority level

• Director

Employment type

• Full‑time

Job function

• Customer Service and Sales
• Packaging and Containers Manufacturing, Plastics Manufacturing, and Industrial Machinery Manufacturing

Diversity Statement:

At Pacific International, diversity, equity, and inclusion are at the core of who we are and what we do. Our commitment to these values is unwavering, and we proudly champion diversity on behalf of our clients in every Executive Search mandate we undertake. Employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status, or other characteristics protected by law. In pursuit of these objectives, we actively encourage applications from individuals of all backgrounds and identities.

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