EL Customer Operations Manager Nordics
ABB AB / Inköpar- och marknadsjobb / Västerås
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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.
ABB's Electrification Business Area is a global leader in electrical products and solutions, operating in more than 100 countries, with over 200 manufacturing sites. Our 50,000+ employees are dedicated to transforming how people live, connect and work by delivering safe, smart, and sustainable electrification solutions. We are shaping the future trends of electrification, differentiating through technological and digital innovation while delivering an outstanding experience through operational excellence for our customers across utilities, industry, buildings, infrastructure, and mobility.
Mission
You will be responsible to implement, within the area or responsibility, global processes, best practices and solutions to meet and exceed customer's expectation and be accountable for end of line metrics, e.g. ROTD, Time to book Lead Time, customer's cases on time closure, one order one delivery, clean orders % (executable backlog), NPS (Net Promoter Score).
Your responsibilities
Strategy: Responsible for the cluster implementation of Global and Hub customer operations strategy. Make optimization plans to increase operational excellence and customer satisfaction in the sales process. Build long-term customer's relationship.
Performance target: Focus on achievement of the assigned targets, through oversight and definition of improvement actions as needed. Focuses on ROTD, Time to Book lead time, Customers Cases closing lead-time, % of digital vs manual orders, One Order-One delivery, clean orders % (executable backlog), NPS (Net Promoter Score).
Order Handling: Develop and ensure the deployment of order entry and order management processes: Customers master data and pricing management, orders acknowledgment, orders changes, delivery notes generation, credit limit administration, orders/customers block management, implementation of best practices.
Customer support: Implement in the cluster units post-sales support processes and best practices to ensure a fast resolution of material and non-material related customer's cases (e.g., order booking, technical and delivery complaints, delay in delivery). Lead the cluster implementation of Customer's Cases management program. Ensure that the required trainings are planned and delivered to personnel.
Fit-gap solutions/assessment: Lead detailed gap analysis across the customer support processes and provide solutions to reach and exceed expected service level at optimized costs by utilizing lean six-sigma assessment methods and tools. Analyze end to end processes and increase level of automation that leads to simple, fast processes and higher customer satisfaction.
HSE: Ensure that Group and local health, safety and environmental guidelines and directives are understood and implemented.
Standards and governance: Implement and ensure compliance with global and local standards, rules, tools, policies, and processes related to operations execution.
People leadership and development: Ensure that the area of responsibility is properly organized, staffed, and directed. Build an effective, capable, and high performing organization that cooperates with Local Sales Organizations, supplying units, logistics providers and customers.
Your background
Bachelor's degree in Business Administration, Marketing, Economics, Engineering or equivalent work experience.
A minimum of 10 years of cumulated experience areas such as Sales and Marketing and Customer Support.
Excellent interpersonal & presentation skills, ability to influence in a matrix environment across functions and countries.
Capable of designing and implementing solutions / process improvements and solve complex problems (Lean/Six Sigma knowledge is welcome).
Motivated self-starter, with a keen interest in developing and implementing best practices and innovative solutions.
Good SAP (ECC) knowledge) or other ERP system such as Oracle.
Strong personal leadership and good communicator.
Experience in remote working and managing at distance.
More about us
Recruiting Manager Thomas Neubauer, +49 62 21 701 504, will answer your questions about the position. Union representatives - Sveriges Ingenjörer: Francisco Palomino, +46 730 26 00 08, Unionen: Per Josefsson, +46 767 85 10 10.
We look forward to receiving your application before 13th of August. Interview are ongoing, position might be filled before end date. If you want to discover more about ABB, take another look at our website
www.abb.com. Så ansöker du Sista dag att ansöka är 2023-08-13
Klicka på denna länk för att göra din ansökan Omfattning Detta är ett heltidsjobb.
Arbetsgivare ABB AB (org.nr 559193-0903),
http://www.new.abb.com/careers Forskargränd 7 (
visa karta)
722 26 VÄSTERÅS
Arbetsplats Västerås, Forskargränd 7
Jobbnummer 7967810
Observera att sista ansökningsdag har passerat.