Customer Operations Manager

hace 2 meses

Apodaca, México ABB A tiempo completo

**Customer Operations Manager**:
**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.**:
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 position reports to**:
Customer Support Manager

**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)
- 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.
- 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.

**Your background**:

- Bachelor’s Degree in Electrical, Business Engineering or related.
- 8 years of experience in similar roles.
- Experience in Cost Accounting / Finance.
- Knowledge of Manufacturing, Quality & Electrical testing Process.
- ERP (SAP) FICO Model, OFFICE, Advanced Excel.
- Strong Leadership, Attention to detail, self-critic and excellent customer service attitude.
- Advanced English.

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