Local Customer Operations Manager

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You will be working as Local Customer Operations Manager, will be the part of Electrification Business Area for Smart Buildings division based in Amman, Jordan. In this role you will be responsible to implement, within a local sales unit or a regional distribution center, global processes, best practices and solutions to meet and exceed customer’s expectation and be accountable for end of line metrics, e.g., ROTD, time to book lead time, customer’s cases on time closure, one order one delivery, clean orders % (executable backlog), NPS (Net Promote Score)

This position reports to

Hub Commercial Operation Manager, MEA

Your responsibilities

• Implementing of global and hub customer support strategy, making optimization plans to increase operational excellence and customer satisfaction in the sales process and building long-term customer’s relationship
• Focusing on achievement of the assigned targets, through oversight and definition of improvement actions as needed, focusing on ROTD, time to book lead time, customers cases closing lead-time, % of digital vs manual orders, one order-one delivery, clean orders % (executable backlog) NPS (Net Promote Score)
• Developing and ensuring 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/GBS), orders/customers blocks management and implementation of best practices to ensure that customers receive accurate and timely acknowledgment and delivery of products
• Implementing pre-order booking routine control checks, identifying and classifying root causes and taking preventive actions, implementing in the local unit post-sales support processes and best practices to ensure a fast resolution of material and non-material related customer’s cases (e.g. order booking, technical and delivery complaints, delay in delivery)
• Organizing and managing internal or 3rd party EL call center (if any) or working closely with country or regional call center being the single point of contact for the division in the local unit, leading the local implementation of customer’s cases management program, ensuring that the required trainings are planned and delivered to internal (ABB) and external (Service providers) personnel
• Leading detailed gap analysis across the customer support processes and providing solutions to reach and exceed expected service level at optimized costs by utilizing lean six-sigma assessment methods and tools
• Ensuring that group and local health, safety and environmental guidelines and directives are understood and implemented in the local customer support unit with particular focus on technical service operations in the field
• Implementing and ensuring compliance with global and local standards, rules, tools, policies and processes and share best practices and lessons learned across the organization, ensuring that the area of responsibility is properly organized, staffed and directed, building an effective, capable and high performing organization

Your background

• Bachelor’s Degree – Business Administration, Engineering, any discipline
• More than 5 years spent in customers operations or customers complaints management area with over 10 to 12 years experience, well established network inside the local sales and marketing unit
• Motivated self-starter, with a keen interest in developing and implementing best practices and innovative solutions
• Good project management skills, good ERP Knowhow (Sales Distribution), ability to promote a team environment and strong personal leadership
• Lean six sigma green belt or superior (nice to have)
• Fluency in English language is mandatory

Benefits

• Retirement plan

More about us

ABB Smart Buildings digitally transforms commercial, industrial and residential buildings for the highest comfort, efficiency, safety and security - enhancing quality of life in buildings of the future through safe, smart and sustainable electrification solutions, services and products Work model: on site #LI-onsite