Head of Customer Service - MPP Aftermarket
About The Position
We are looking for a Head of Customer Service – Material Processing Products (MPP) Aftermarket to join our MPP Aftermarket team. In this role, you will lead the global execution of customer service operations, owning the customer interface for quote and order management and driving responsiveness, accuracy, backlog health, and customer satisfaction across the end-to-end order lifecycle. You will report to the Director of Global Aftermarket Operations. This role is based in Cudahy, with working options to be confirmed based on business and local requirements. This role includes up to 25% of international travel. You will lead a global team of customer service professionals focused on aftermarket quote and order management across MPP Aftermarket sites. Our team plays a key role in delivering consistent service execution and operational excellence, with a shared focus on protecting customer commitments and improving the end-to-end order experience. We collaborate closely with dealers, customers, Logistics and Warehousing, Procurement, Site Directors, Sales, and Business Solutions teams. Our ways of working emphasize open communication, accountability, continuous improvement, and getting things done together.
Requirements
- Bachelor’s degree in business, operations, supply chain, or equivalent experience.
- Sufficient experience in customer service, aftermarket operations, inside sales, or related operational roles.
- Experience leading global or multi-site teams in a customer-focused operational environment.
- Strong leadership, coaching, and relationship-building skills with a bias for action and attention to detail.
- Ability to build scalable processes, KPIs, and support infrastructure that improve execution and customer outcomes.
- Excellent communication, decision-making, and stakeholder management skills.
- A collaborative team mindset and the ability to quickly establish strong working relationships with internal stakeholders and external partners.
Nice To Haves
- Experience with aftermarket, dealer, or order management environments is considered a plus.
Responsibilities
- Lead and manage the global customer service organization, including performance management, coaching, capability development, and workload balancing.
- Oversee aftermarket quote and order management across all MPP Aftermarket sites, ensuring consistent global execution.
- Own the customer interface throughout the order lifecycle, from quotation through fulfillment and delivery confirmation.
- Deliver accurate and timely quotes while balancing speed, quality, and commercial discipline.
- Ensure clean order entry and order promise integrity to enable reliable downstream execution.
- Proactively manage order backlog health, including visibility, prioritization, and escalation of risks to customer commitments.
- Lead customer communication and escalation management, ensuring clear ownership, timely updates, and resolution of service issues.
- Partner with cross-functional teams to resolve execution issues, improve processes, and drive performance against customer service KPIs.
Benefits
- Access to wellbeing programs, occupational healthcare, and supportive services.
- Competitive compensation and performance-based incentives.
- Working options to support balance and productivity, based on role and local requirements.
- Learning pathways, mentoring, internal mobility, and global collaboration opportunities.
- A caring, collaborative, and inclusive workplace committed to helping you thrive.
- Competitive benefits plan
- Healthy living rewards
- Mental wellbeing services
- Annual leave starting at 15 days per calendar year
- Engagement surveys
- Global incentive program tied to business and performance targets
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What This Job Offers
Job Type
Full-time
Career Level
Manager
