Dynamics 365 CE Customer service

Senior D365 Customer Service Functional Consultant

Role Overview
We are looking for a Senior Dynamics 365 Customer Service Functional Consultant to support a global service transformation programme. The role is approximately 90% D365 Customer Service functional and process focused and 10% business-facing.

The successful candidate will have hands-on experience with the standard D365 Customer Service application and a strong understanding of end-to-end customer service processes within a manufacturing environment. This role requires a proactive consultant who can challenge existing ways of working, drive process standardisation, and translate business requirements into standard Dynamics 365 capabilities while minimizing customizations.
The consultant will work closely with business stakeholders, solution architects, developers, and project teams to ensure the successful design and adoption of customer service processes and solutions. Regular presence in the Antwerp office is considered a strong preference.

Key Responsibilities

• Own and optimize end-to-end customer service processes within Dynamics 365 Customer Service.
• Translate business requirements into standard D365 functionality, promoting best practices and avoiding unnecessary customization.
• Design and improve processes covering case management, service requests, contracts, entitlements, SLAs, interventions, quotations, approvals, and invoicing.
• Lead functional workshops, requirements gathering sessions, and process-mapping activities.
• Define user stories, functional requirements, acceptance criteria, and support backlog refinement.
• Collaborate closely with technical teams and solution architects to ensure solutions align with agreed business processes.
• Identify process gaps, challenge legacy approaches, and drive process harmonization.
• Support testing, deployment, user adoption, and change management activities.
• Act as a trusted functional advisor to senior service stakeholders.

Essential Experience

• Strong hands-on Dynamics 365 Customer Service experience is mandatory. Generic CRM experience alone is not sufficient.
• Proven experience implementing and configuring the standard D365 Customer Service module. 
• Strong understanding of customer service, case management, and service operations processes.
• Experience with process mapping, process optimization, and business transformation initiatives.
• Ability to translate business requirements into practical Dynamics 365 solutions.
• Strong stakeholder management, communication, and workshop facilitation skills.
• Confidence to challenge business stakeholders constructively and drive improved ways of working.
• Experience within manufacturing or industrial service organizations is strongly preferred.
• Experience with Power Platform must include Customer Service implementations. Generic PowerApps experience alone is not sufficient.
• Prior experience with other Customer Service platforms (e.g. Salesforce Service Cloud, ServiceNow CSM, Zendesk, Genesys, Freshworks or similar) is considered an additional advantage.
• Ability and willingness to work regularly from the Antwerp office.