Manager, Customer Service

Description

Job Summary: We are seeking a Customer Service Manager to lead the end-to-end delivery of services, ensuring customer satisfaction through a high-performing team and close collaboration with sales and product lines. Key Highlights: 1. Lead a team of 16 professionals in Service Commercial Support. 2. You will be part of a global team that values collaboration and wellbeing. 3. We promote continuous learning and growth opportunities. 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:** 09/06/2026 Introduction We are looking for a Customer Service Manager to join our team in the Service Commercial Support area. In this role, you will be responsible for the end-to-end delivery of services, ensuring customer satisfaction by building and leading a high-performing team. The position requires close collaboration with Sales, Sales Support, and Product Line teams, while ensuring compliance with Metso’s guidelines and policies. You will report to the VP, Service Commercial Support SAM This position is based in Lima – Cronos Office (Surco) and involves at least 2–3 annual trips for client meetings. **Team you will join:** You will lead a team of 16 professionals specialized in Service Commercial Support. Our team plays a key role in sales through quotations and commercial support to the sales team and customers. We work closely with the company’s commercial area, as we serve as the communication link between the customer, the sales team, and logistics support. Our team is located at the Lima office (Cronos – Surco) and values practices such as: Open and transparent communication Collaborative work Continuous learning Accountability and commitment **Your responsibilities:** Define and implement efficient processes and procedures for departmental operations, including proposal preparation, order processing and execution, delay management, on-time delivery, and overall customer satisfaction related to SVS \& CNS BA. Lead and manage the Customer Services department operations for the mining sector. Supervise and optimize complaint management, ensuring effective resolution in collaboration with relevant departments. Establish key performance indicators (KPIs) aligned with company values, leadership principles, and business objectives, ensuring alignment with customer expectations. **What we expect from you:** Completed university degree in Business Administration, Industrial Engineering, Engineering, or related fields. A Master’s degree or MBA is desirable. **Management of key KPIs:** Booking (Order Intake); Response time; Customer satisfaction NPS; Quotation hit ratio; eNPS; Dissatisfaction complaint resolution; ontime delivery performance. Leadership and management skills. Understanding of customer needs, market requirements, and highly developed negotiation skills. Knowledge of budgeting and order fulfillment operations. A team mindset and the ability to quickly build strong working relationships with stakeholders. Ability to collect data and information to conduct strategic analysis and provide recommendations. Strong communication and presentation skills, and the ability to influence stakeholders. What we offer At Metso, you’ll combine meaningful work with learning, growth, and impact opportunities within an inclusive and collaborative environment. You’ll be part of a global team where collaboration, wellbeing, and continuous learning are part of everyday life. **We support your growth and wellbeing by offering:** **An inspiring purpose:** Enabling a sustainable modern life. Minerals and metals are the backbone of essential functions in the modern world. However, more sustainable solutions are needed to extract and process them. At Metso, you participate in transforming the industry and driving positive change. Safe work environment – For Metso, safety is a core value. Our goal is to demonstrate leadership and vision in promoting a safety culture. Wellbeing – Our occupational health services, combined with initiatives designed to promote health and wellbeing, reflect our commitment to quality of life and employee engagement. Compensation and benefits – A compensation and benefits structure aligned with market practices, offering an attractive package through a balanced composition including fixed and variable compensation, comprehensive medical insurance, life insurance, private pensions, among others, according to current policies. Meal and fuel allowances, among other benefits. Flexibility – We promote face-to-face interactions and collaboration within an open and flexible work environment, valuing the balance between work and personal life. A thriving culture – We are committed to developing an inclusive culture that enables everyone to perform at their best and reach their full potential. A courageous, compelling, and supportive culture that unites us to build a sustainable future together. Extensive learning opportunities – We encourage ongoing dialogue, feedback sessions, internal mobility opportunities, mentoring, training and development programs, among other ambitious projects and global opportunities. Borderless interaction – Leverage our global network of colleagues to exchange experiences and knowledge. We work together through open and honest communication. Contact us Do you want to go beyond what’s possible with us? Click "Apply now" to submit your application. For more information, please contact the HR department – Recruitment and Selection. We recognize that highly qualified professionals may hesitate to apply if they do not meet all stated requirements. If this opportunity has piqued your interest, we encourage you to apply even if your experience is not perfectly aligned with all qualifications. You may be the right person for this role. **Hiring Manager:** Romina Altamirano Metso is committed to pay equity and transparent reward practices globally. Compensation information is shared in line with local legislation and applicable recruitment practices. How to join \- Working at Metso \- About Metso \- Diversity and Inclusion \- Meet our people Metso is an equal opportunity employer committed to fostering an inclusive and diverse workforce culture. All qualified applicants will receive consideration for employment without regard to race, religion, color, nationality, gender, gender identity, sexual orientation, age, status as a protected veteran or status as a qualified individual with a disability. Metso is a frontrunner in sustainable technologies, end\-to\-end solutions and services for the aggregates, minerals processing and metals refining industries globally. We improve our customers’ energy and water efficiency, increase their productivity, and reduce environmental risks with our product and service expertise. We are the partner for positive change. Metso is headquartered in Espoo, Finland. At the end of 2025 Metso had close to 18,000 employees in around 50 countries, and sales in 2025 were about EUR 5\.3 billion. Metso is listed on the Nasdaq Helsinki. metso.com