Head of Customer Service - MPP Aftermarket

Head of Customer Service - MPP Aftermarket

Primary

Location:

Cudahy, WI, US

Our world depends on rocks, minerals, metals and other raw materials – the building blocks of modern society. As an industry leader, Metso helps transform these essential materials to enable sustainable modern life.

Our solutions and services support everything from renewable energy and electrification to the infrastructure and digital economy shaping our future. Together, we help our customers meet growing demand while driving the industry toward a more sustainable use of the earth’s natural resources.

Join nearly 18,000 Metsonites worldwide, each bringing unique expertise and experience to positive change. At Metso, you’re supported by a growth culture built on safety, wellbeing, inclusion and collaboration.

This is your opportunity to make an impact and rise above the possible.

Job posting end date:08/28/2026

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.

• 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.

• 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.
• Experience with aftermarket, dealer, or order management environments is considered a plus.

At Metso, you will combine meaningful work with opportunities to learn, grow, and make an impact in a supportive and inclusive environment. You’ll be part of a…