Customer Service Specialist

hace 1 semana

Ciudad de México ABB A tiempo completo

**Customer Service Specialist - Senior**:
**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**:
Marketing & Sales Manager III

**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 in Salesforce.
- Knowledge in SAP and CRM.
- Availability to travel.
- Advanced English level.

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