Diana Costea
@dianacostea
Senior Customer Service & Order Management leader transforming EMEA operations into scalable, KPI-driven service excellence.
RomaniaWhat I'm looking for
I’m a Senior Customer Service and Order Management leader with 30+ years of experience building, transforming, and scaling regional and EMEA-wide customer operations across complex, multi-country environments. I design standardized, scalable operating models that move teams from fragmented setups to consistent, high-performing service organizations.
My core strength is end-to-end Order-to-Cash execution—paired with governance framework design, SOPs, escalation paths, and KPI-driven performance management. I’ve led EMEA organizations with 70+ and then 20 people across distributed markets, improving NPS from 20 to 24 and supporting 10% YOY sales growth, while also reducing customer complaint rate from 36% to 10% through Lean Six Sigma initiatives.
I’m hands-on with transformation: I led S/4Hana deployment for operational readiness and continuity, and I’ve integrated major business changes such as KCI Medical Devices acquisition across 4+ European markets with zero disruption. Certified Lean Six Sigma Green Belt and experienced in SAP/S4Hana, Salesforce, EDI, and eCommerce, I coach multicultural teams and partners to deliver measurable, sustained operational excellence.
Experience
Work history, roles, and key accomplishments
Led customer service and order management operations across Romania and a 14-country SEE channel partner network (team of 20), ensuring consistent execution and regional performance accountability. Standardized SOPs and governance, improving NPS from 20 to 24 and supporting 10% YoY sales growth; led S/4HANA deployment (Aug 2025) to maintain uninterrupted service delivery.
Managed a centralized EMEA customer service organization (70+ employees) overseeing order management, customer interaction, delivery coordination, and issue resolution across multiple countries. Built a scalable operating model with tiered governance, implemented KPI dashboards, and reduced the customer complaint rate from 36% to 10% via SAP price validation at order entry.
Led CEEMEA teams of 100+ employees across end-to-end order management, customer support, demand planning, inventory management, and quality compliance. Standardized operating processes to improve workflow consistency, order accuracy, and service levels, and supported SAP deployment as an area process leader (2015–2019).
Managed logistics strategy, inventory optimization, and local quality compliance with a 10+ person team, streamlining supply chain processes to improve local service levels and cost efficiency. Led progressive operations roles across logistics, inventory, and warehouse management during the same period.
Helped establish 3M Romania’s legal entity (1998) and supported the ground-up setup of Romania’s first manufacturing and converting facility, owning end-to-end process design, compliance, procurement, and team management. Participated in the first Management Operating Committee and supported initial operations across supply chain and logistics.
Education
Degrees, certifications, and relevant coursework
CODECS Open University (UK)
MBA, Business Administration & Management
MBA focused on Business Administration and Management, completed via CODECS Open University (UK) in Bucharest.
Romanian American University
BSc, Managerial Informatics
BSc in Managerial Informatics completed at Romanian American University in Bucharest.
Tech stack
Software and tools used professionally
Availability
Location
RomaniaAuthorized to work in
Salary expectations
Social media
Job categories
Skills
Interested in hiring Diana?
You can contact Diana and 90k+ other talented remote workers on Himalayas.
Message DianaFind your dream job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
