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Customer Service Senior Leader
hace 2 meses
ABB Schweiz AG is a leading global technology company that addresses global challenges. Our core values: care, courage, curiosity, and collaboration - combined with a focus on diversity, inclusion, and equal opportunities - are key drivers in our aim to empower everyone to create sustainable solutions.
Job SummaryWe are seeking a highly skilled and experienced Senior Customer Service Manager to lead a team of specialists who provide technical and order-related assistance/support to internal and external customers of ABB Schweiz AG. The successful candidate will oversee the process, definition, implementation, and execution of customer support, achieving targeted levels of service quality, operational efficiency, and customer satisfaction.
Key Responsibilities- Drive Business Unit Responsiveness: Develop and implement strategies to improve responsiveness to customer inquiries, harmonize processes, and enhance efficiency.
- Improve Net Promoter Score (NPS): Design and implement methodologies to systematically address NPS feedback for service across the group, leading efforts to improve it.
- Lead Customer Support Strategy: Act as the process owner for contact management, creating, implementing, monitoring, and reviewing ABB Schweiz AG's customer support strategy.
- Ensure Timely Invoicing: Ensure timely issue of invoices for revenue generation and identify customer issues related to credit.
- Bachelor of Science Degree in Electrical or Mechanical Engineering or related.
- Minimum of 6 years of experience in depth knowledge of Electrical Distribution products, residential, distribution, and control products.
- Ability to read and interpret elementary and control drawings.
- Strong team orientation and strong interpersonal skills.
- Strong organizational skills with high attention to detail and sense of urgency.
- Strong oral and written communication skills to effectively communicate with customers.
- Proven leadership skills and ability to integrate into team matrix/organization.
As a Senior Customer Service Manager at ABB Schweiz AG, you will have the opportunity to work with a talented team, develop your skills, and contribute to the company's success.
