Order Handling Leader

hace 4 semanas

Apodaca, México ABB A tiempo completo

**Order Handling 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.**:
Lead a team of administrators and specialists to handle and coordinate customer support processes in local sales units, from customer enquiry to product delivery to after-sales service, to realize a complete sales process and to meet and exceed customer expectations.

**This position reports to**:
EL Customer Operations 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 on time 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**:

- Bachelor´s Degree in Business Administration, Industrial Engineering or related.
- 5 years of experience working in similar positions.
- Knowledge of MS Office (Excel), SAP and POWER BI.
- Previous experience in Salesforce.
- A collaborative, positive attitude and patience.
- Advanced English level.

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