Oferta pracy

Customer Operations Manager

ABB Sp. z o.o.

  • offer expired over a month ago
  • contract of employment
  • full-time
  • specialist (Mid / Regular), senior specialist (Senior)
  • запрошуємо працівників з України
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Запрошуємо працівників з України
Роботодавець відкритий для працевлаштування громадян України

ABB Sp. z o.o.

Żegańska 1

Wawer

Warszawa

Your responsibilities

  • Responsible for the local implementation of Global and Hub customer support strategy. Make optimization plans to increase operational excellence and customer satisfaction in the sales process. Build long-term customer’s relationship

  • Focuses on achievement of the assigned targets, through oversight and definition of improvement actions as needed. Focuses 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)

  • Develops and ensure 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. Implement pre-order booking routine control checks, identify and classify root causes and take preventive actions.

  • Implements 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)

  • Organizes and manages internal or 3rd party EP call center (if any) or work closely with country or regional call center being the single point of contact for the Division in the local unit.

  • Lead the local implementation of Customer’s Cases management program. Ensure that the required trainings are planned and delivered to internal (ABB) and external (Service providers) personnel.

  • Lead detailed gap analysis across the customer support processes and provide solutions to reach and exceed expected service level at optimized costs by utilizing lean six-sigma assessment methods and tools.

  • Ensures 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.

  • Implements and ensure compliance with global and local standards, rules, tools, policies and processes and share best practices and lessons learned across the organization

  • Ensure that the area of responsibility is properly organized, staffed and directed. Builds an effective, capable and high performing organization.

Our requirements

  • Minimum Bachelor's degree.

  • Min. 5 years of experience in customer operations field.

  • An agile and proactive approach, with a demonstrated ability to take ownership of customer issues.

  • Knowledge of principles and practices in customer service.

  • A collaborative, solution-focused approach, and strong written and spoken communication skills.

  • Advanced level of English both verbally and in writing.

What we offer

  • An interesting job in a company promoting innovative and modern technologies.

  • Opportunity for professional development in an international environment and for increasing your abilities and skills in various areas.

  • Employment in a stable company with an established position in the market.

  • Attractive salary based on your professional experience and skills.

  • Good working environment.

  • Benefits

  • sharing the costs of sports activities

  • private medical care

  • sharing the costs of foreign language classes

  • sharing the costs of professional training & courses

  • life insurance

  • remote work opportunities

  • flexible working time

  • fruits

  • corporate products and services at discounted prices

  • integration events

  • corporate sports team

  • saving & investment scheme

  • corporate library

  • video games at work

  • coffee / tea

  • employee referral program

  • charity initiatives

  • family picnics

Recruitment stages
1

Phone Screening

2

Interview with Recruiter and / or Manager

3

* Additional technical / language check

4

Congrats!

ABB Sp. z o.o.

Implement, within a Lead Business or a local sales unit, 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 is a dual role position in combination with one of the direct reporting positions.

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.

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