Customer Operations Manager

At ABB, we help industries outrun - leaner and cleaner. Here, progress is an expectation - for you, your team, and the world. As a global market leader, we’ll give you what you need to make it happen. It won’t always be easy, growing takes grit. But at ABB, you’ll never run alone. Run what runs the world.

Your role and responsibilities

In this role, you will have the opportunity to developing and deploying global customer operations strategy and processes. Each day, you will implement global processes, best practices, and solutions within a global/regional/local Sales unit to meet and exceed customers’ expectations. You will also showcase your expertise by being accountable for end of line metrics and proactively leading, developing, and coaching the Customer Operations team.

This role is contributing to the ELSB/ELSP LSO in CZ. Main stakeholders are LSO management and sales team

You will be mainly accountable for:

• Focusing on the delivery performance, time to book lead time, customer cases closing lead time, percentage of digital vs. manual orders, one order-one delivery, percentage of clean orders, and Net Promoter Score.
• Ensuring the deployment of order entry and management processes: customers master data and pricing management, orders acknowledgment, orders changes, delivery notes generation, credit limit administration, and implementation of best practices.
• Implementing pre-order booking routine control checks, identifies and classifying the root causes for pre-order bookings, and taking preventive actions.
• Leading the local implementation of the customer’s cases management program.
• Coordinating local Factory Cust. Ops. to harmonize local market customer experience using same tools and procedures. Agree KPI targets for domestic market and monitoring of KPI results and improvement actions
• Ensuring best possible customer service in collaboration with Regional Distribution Center

Qualifications for the role

• You are highly skilled in working in customers service area and the ELSB/ELSP domestic market
• You have at least 3 years of experience in similar role
• Possess an enhanced knowledge of SAP SD-MM modules and SFDC
• You are passionate about customer service
• Proven experience of order entry/management and customer support activities
• You are at ease communicating in English and Czech language
• Other valuable competencies are Communication and Stakeholder Management and Continuous improvement mindset

We value people from different backgrounds. Could this be your story? Apply today or visit www.abb.com to read more about us and learn about the impact of our solutions across the globe.