Order Management Leader

Take your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future. At ABB, we have the clear goal of driving diversity and inclusion across all dimensions: gender, LGBTQ+, abilities, ethnicity and generations. Together, we are embarking on a journey where each and every one of us, individually and collectively, welcomes and celebrates individual differences.

Provide internal and external customer support (e.g. technical, order assistance, payment-related assistance) and coordinate with relevant resources to have complete case ownership and to increase customer satisfaction.

This position reports to

Customer Support Manager

Your responsibilities

• Ensures support to the order management team during meetings, presentations and reviews with customers and provides support and clarification as needed. Coaches, motivates and develops direct and indirect subordinates within HR policies.
• Drives and ensures know-how sharing and cross-collaboration. Helps create, implement and review customer operations strategy.
• Works together with Division and Country counterparts to make optimization plan for the local division to increase operational excellence and customer satisfaction in the sales process.
• Ensures achievement of established targets, through oversight and definition of improvement actions as needed. Focuses on achievement of requested ontime delivery and Net Promoter Score.
• Processes orders to ensure that customers receive accurate and timely delivery of products, and acts as first port of call to customers’ questions and orders.
• Builds long-term and sustainable customer relationships, and prioritizes the work according to the defined criteria, in order to ensure consistent customer satisfaction. Ensures the resolution of customer issues (e.g. order, technical, payment) by coordinating with Sales, Marketing, Product Marketing, Logistics and other internal and/or external teams.
• Coordinates resolution with after- sales service. Develops, implements, and maintains customer support processes.
• Participation and oversight of import and export matters.
• Ensures on time delivery based on customer’s request.

Your background

• A Bachelor's degree in Business Administration, Industrial Engineering or related.
• Knowledge in SAP and Salesforce - CRM.
• 5+ years of experience.
• English advanced Level.
• Availability to travel.
• A collaborative, solution-focused approach, and strong written and spoken communication skills.

More about us

We look forward to receiving your application (documents submitted in English are appreciated). If you want to discover more about ABB, take another look at our website www.abb.com. Work model: hybrid #LI-hybrid