Customer Operations Manager

Customer Operations Leader

At ABB, we are dedicated to addressing global challenges. Our core values: care, courage, curiosity, and collaboration - combined with a focus on diversity, inclusion, and equal opportunities - are key drivers in our aim to empower everyone to create sustainable solutions.

That's our story. Make it your story.

This is a position with grade

10

This position reports to

EL Commercial Operations Manager

Your role and responsibilities

Accountable for end of line metrics and proactively leads, develops, and coaches the Customer Operations team.

• Responsible for implementing the global and regional customer support strategy locally and/or designing and implementing the global strategy in case of a global role.
• Develops optimization plans to increase operational excellence and customer satisfaction in the sales process.
• Builds long-term customer relationships by ensuring exceptional service and consistently exceeding expectations.
• Focuses on achieving assigned targets by overseeing progress and defining improvement actions as needed.
• Focuses on the delivery performance, time to book lead time, customer cases closing lead time, percentage
• of digital vs. manual orders, one order-one delivery, percentage of clean orders, and Net Promoter Score
• (NPS).
• Develops and ensures the deployment of order entry and order management processes: customers master data and pricing management, orders acknowledgment, orders changes, delivery notes generation, credit
• limit administration (in consultation with Finance), orders/customers block management, and implementation of best practices to ensure that customers receive accurate and timely acknowledgment and delivery of
• products.
• Implements pre-order booking routine control checks, identifies and classifies the root causes for pre-order bookings, and takes preventive actions.
• Implements post-sales support processes and shares best practices and lessons learned across the organization/local unit to ensure a faster resolution of customer cases (e.g., order booking, technical and delivery complaints, delay in delivery, etc.).
• Organizes and manages internal or third-party call centers (if any) or works closely with country or regional call centers acting as the single point of contact for the division in the local unit.
• Leads the local implementation of the customer’s cases management program.
• Leads detailed gap analysis across the customer support processes and provides solutions to achieve and exceed expected service level at optimized costs by utilizing lean six-sigma assessment methods and tools.

• Retirement plan
• Life insurance
• Accident insurance
• Paid Parental leave (gender neutral)
• Wellbeing program

More about us

We value people from different backgrounds. Could this be your story? Apply today or visit www.abb.com to read more about us and learn about the impact of our solutions across the globe. #MyABBStory