Customer Service Representative

hace 3 semanas

Apodaca, México ABB A tiempo completo

**Customer Service Representative**:**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.**:Works together with Sales to develop, implement and manage an specific US region strategy focusing on service level and overall customer satisfaction. Ensures full compliance to the agreed service level, having direct contact with several accounts and ensuring full alignment within customer operations and continuous improvement functions. Coordinate and manage the resolution of specific customer issues / requirements.**This position reports to**:Contact Center Lead**Your responsibilities**:- Proactively identifies and select together with Sales, in specific US regions the accounts having specific requirements in the area of Customer Operations, meet the customers to better understand their expressed needs and expectations and to identify the most proper tools and advanced services to deliver to customers, in order to create the best customer journey and to consolidate the customer loyalty.- Defines and proposes service level targets for the selected key accounts and ensures their achievement with a structured follow up process. Measure and analyzes periodically the selected KPIs, reports issues and expedites solutions to the resolution owners, working with Continuous Improvement team.- Monitors competitors’ activity within their assigned region in the area of customer operations and ensures that appropriate response strategies are formulated and implemented.- Takes ownership of specific customer cases to ensure efficient and reliable customer issue resolution.**Your background**:- Bachelor´s Degree in Business Administration, Industrial Engineering or related.- 2 years of experience working in similar positions.- Knowledge of SAP.- Experience in Salesforce, commercial profiles and support.- Advanced English level.**More about us**:

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