European Head of Customer Services m/w/d

Overview

European Head of Customer Services

Travel between Eygelshoven, Netherlands and Seevetal, Germany.

Responsible for leading and managing the Customer Service function across the continental European region, ensuring a high standard of service delivery that meets the needs of all A-Gas customers. This role involves overseeing order execution, responding to customer enquiries and feedback, and continuously driving service excellence. In close collaboration with the Commercial team, the role will support a deeper understanding of customer requirements, contributing valuable insights to the commercial team to enhance sales forecasting and strategic planning. A key focus will also be maintaining strong cross-functional alignment, particularly with Operations, to ensure seamless customer experience and service consistency. Reporting to Commercial Director Europe.

Responsibilities

• Lead and manage the Customer Service function across the continental European region, ensuring high standards of service delivery for all A-Gas customers.
• Oversee order execution, respond to customer enquiries and feedback, and drive service excellence.
• Collaborate with the Commercial team to understand customer requirements and contribute insights to sales forecasting and strategic planning.
• Maintain cross-functional alignment, particularly with Operations, to ensure a seamless customer experience and service consistency.
• Provide leadership and direction to the Customer Services team.

Experience, Knowledge and Qualifications

Essential

• Prior experience in managing a customer services function
• Leading and engaging a team
• Excellent computer skills (MS Office suite)
• Knowledge of SAP
• Experience with SaaS (Salesforce)
• Systems and process improvements
• Decision making through the influence of others
• Commercial awareness
• Financial forecasting/modelling experience
• Teamwork and collaboration
• Fluent in German and English

Desirable

• Experience in managing a multi-country Customer Services Function
• Further languages (Dutch, Italian)