Head of Customer Service EMEA & Americas
Date: 4 Nov 2026
Location: Rheinland-Pfalz
Company: Coats
Head of Customer Service EMEA & Americas
Location: Germany
Coats is a world leader in thread manufacturing and structural components for apparel and footwear, as well as an innovative pioneer in performance materials. These critical solutions are used to create a wide range of products, including ones that provide safety and protection for people, data and the environment.
Trusted by the world's leading companies to deliver crucial, innovative, and sustainable solutions, we provide value-adding products including apparel, footwear and speciality threads.
With a proud heritage dating back more than 250 years and a spirit of evolution to constantly stay ahead of changing market needs, we have operations across 50 countries with a workforce of over 17,000, serving our customers worldwide.
Role Purpose:
The Head of Customer Service EMEA & Americas is accountable for establishing, leading and developing a consistent, high-performing Customer Service organization across Europe and the Americas, aligned with the global Customer Service strategy.
The role oversees end-to-end order management and service delivery, drives operational excellence, standardization and continuous improvement, and works closely with Sales, Supply Chain, Logistics, Operations and Finance to ensure customer satisfaction, timely delivery and commercial growth. The role is a key escalation point and contributes to regional commercial leadership.
What you will do (Key Responsibilities):
• Build, structure and lead Customer Service teams across EMEA and the Americas, including organization design, implementation of operating models, clear responsibilities and consistent service standards.
• Lead daily Customer Service operations, including order entry, confirmations, changes, backlog management, delivery follow-up, complaints and customer escalations.
• Ensure the teams have appropriate resources, systems and tools to provide timely, accurate and customer-focused service.
• Empower teams to resolve issues independently while taking ownership of complex or critical customer matters.
• Partner with Sales, Global Accounts, Planning, Logistics, Operations and Finance to resolve delivery, pricing, credit, invoicing and other order-to-cash issues.
• Build and maintain strong relationships with key customers and support strategic accounts where required.
• Define, monitor and continuously improve Customer Service KPIs, team performance, service quality and agreed commercial targets.
• Implement global Customer Service strategy and develop standardized policies, procedures, best practices and ways of working across regions.
• Lead process improvement, ERP/CRM optimization, automation and cross-functional initiatives that improve efficiency and support growth.
• Recruit, onboard, coach and develop employees and managers; plan and delegate work, assess performance, identify training needs and build engagement, accountability and a continuous improvement culture.
• Promote proactive customer communication and identify opportunities to convert service interactions into commercial value.
Who you are (Requirements):
• Proven experience in building and implementing a Customer Service organization and teams across both Europe and the Americas, including establishing structures, processes, governance and ways of working from the ground up.
• Substantial leadership experience managing international, geographically dispersed Customer Service teams.
• Strong expertise in Customer Service, order management and end-to-end order-to-cash processes.
• Experience defining KPIs, managing performance, leading change and driving operational and process improvements.
• Sound knowledge of ERP/CRM systems and cross-functional collaboration with Sales, Supply Chain, Operations and Finance.
• Strong customer orientation, stakeholder management, escalation handling and pragmatic problem-solving skills.
• Fluent English and professional proficiency in German, French and Italian.
What will set you apart (Nice to Have):
• Experience in multinational manufacturing or industrial environments.
• Experience with international transformation, harmonization or ERP/CRM implementation projects.
At Coats Group, we are committed to innovation, excellence, and fostering a diverse and collaborative environment where every team member can thrive. If you are passionate about making an impact in the textile industry and eager to join a global leader with a rich heritage and a forward-thinking approach, we invite you to take the next step in your career with us.
Apply now to be part of our dynamic team and help shape the future of textiles.