Head of Customer Service - Global Business Centre

SpotLIGHT of the job

Are you passionate about building high-performing teams and delivering excellent customer service at scale? Do you enjoy shaping processes, driving performance and working closely with international stakeholders? Are you motivated by creating structure, improving operations and leading teams through growth and transformation?

Join us as Head of Customer Service – Global Business Centre (m/f/x) in Belgrade and take ownership of a key function that supports our global business. In this role, you will lead Customer Service and Internal Sales operations, ensuring that the Global Business Centre operates as a reliable extension of Global Sales Operations, delivering standardized, high-quality services across key execution domains.

Responsibilities

• Ensure consistent, high-quality service delivery across Customer Service and Internal Sales activities (quality, responsiveness, compliance)
• Define and manage KPIs/SLAs, including performance tracking, reporting and regular reviews with stakeholders
• Lead and develop Team Leaders and their teams; ensure effective staffing and capacity planning
• Drive a strong culture of customer focus, accountability and continuous improvement
• Define, implement and maintain standardized processes (SOPs) aligned with Global Sales Operations governance
• Ensure proper documentation (process maps, work instructions, training materials) and accessibility across teams
• Continuously identify and implement process improvements and efficiencies
• Ensure effective usage and adoption of key systems (e.g. SAP, Salesforce, reporting tools)
• Oversee data quality, reporting accuracy and compliance with relevant policies
• Act as main operational counterpart for key stakeholders (Global Sales Operations, central and local Sales Ops teams)
• Provide structured updates on performance, risks, improvements, staffing and transition progress
• Reference: e_AcczUE5UzMI5pNDcqGhR2XB7p9Pcg0gsPUCEBGuQMXI1VPCYf8tL1T8iF2sGiX

Skills & Experience

We encourage you to apply even if you do not meet all the requirements. Your motivation and potential matter as much as your experience.

• University degree in Business Administration, Operations Management, Industrial Engineering or similar
• Proven experience in establishing and leading Customer Service operations within a shared service / hub environment
• Strong leadership experience, ideally managing multi-country teams or hub structures
• Solid understanding of Customer Service and Sales execution processes
• Experience in defining and managing KPIs/SLAs, operational governance and continuous improvement initiatives
• Strong analytical and organizational skills; ability to translate data into actionable insights
• Experience with SAP (order flows, reporting) is an advantage; Salesforce knowledge is a plus
• Advanced MS Office skills (Excel, PowerPoint); Power BI or similar tools are an advantage
• Fluent in English; German or additional European languages are a plus

What we offer

• A truly international team – collaborate with colleagues across different countries and cultures
• Employee well-being and family support programs – including private health insurance and family-oriented initiatives
• Social gatherings and community events – fostering connection and collaboration
• Personal growth – access to internal and external learning and development opportunities

At the Zumtobel Group, we not only understand the power of the visible, but also the invisible. Like light itself, diversity cannot be grasped but it can be perceived. We appreciate the uniqueness of each individual and recognise it as a driver of innovation. Qualified applicants will receive consideration without regard to e.g.: race, colour, sex, religion, age, sexual orientation, gender identity/expression, or disability.

Ready to be a part of Zumtobel’s growing team? Apply today, we look forward to meeting you!