Customer Operations Manager - Electrification

At ABB, we are dedicated to addressing 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. Write the next chapter of your ABB story.

This position reports to

Country Customer Experience Lead

Your role and responsibilities

• Develops optimization plans to increase operational excellence and customer satisfaction in the sales process. • Builds long-term customer relationships by ensuring exceptional service and consistently exceeding expectations. • Focuses 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 (NPS). • Develops and ensures the deployment of order entry, inventory management, and order management processes: customers master data and pricing management, orders acknowledgment, orders changes, delivery notes generation, credit limit administration (in consultation with Finance), orders/customers block management, and implementation of best practices to ensure that customers receive accurate and timely acknowledgment and delivery of products. • Implements pre-order booking routine control checks, identifies and classifies the root causes for pre-order bookings, and takes preventive actions. • Implements post-sales support processes and shares best practices and lessons learned across the organization/local unit to ensure a faster resolution of customer cases (e.g., order booking, technical and delivery complaints, delay in delivery, etc.). • Organizes and manages internal or third-party call centers (if any) or works closely with country or regional call centers acting as the single point of contact for the division in the local unit. • Leads the local implementation of the customer’s cases management program. • Leads detailed gap analysis across the customer support processes and provides solutions to achieve and exceed expected service level at optimized costs by utilizing lean six-sigma assessment methods and tools.

Qualifications for the role

• Bachelor's degree in administration, operations management and/or logistics
• 5 to 8 years of experience in Customer management and the inventory planning field
• Knowledge of lean manufacturing, material and component flow and information management principles
• Demonstrated abilities in quantitative analysis
• Business acumen
• Ability to manage a team of 6 to 10 members
• Strongly motivated by success and eager to work in a demanding environment
• Ability to develop proactive relationships with various business partners
• Excellent written and spoken communication skills
• Bilingualism (English, French)
• Proficient in MS Excel, Power Point and Access; SAP is an asset.

Benefits

• Retirement plan
• Healthcare plan
• Accident insurance
• Wellbeing program

More about us

ABB Smart Power is a global technology leader, with products and solutions that make power supplies smart, connected and protected. Its intelligent products and solutions make power more competitive by improving the energy efficiency, productivity and reliability of almost any operation. We look forward to receiving your application. If you want to discover more about ABB, take another look at our website www.abb.com. For the 8th year in a row, ABB Canada has been recognized as one of Canada’s top employers by Forbes Magazine. Also named as Canada's Top 100 Employers, Montreal's Top Employers, Canada's Top Employers for Young People, Canada’s Greenest Employers and in 2021 Best Candidate Experience Award (Cand E Award), ABB's culture and commitment are to provide a caring workplace where everyone collaborates, feels valued, respected, included and support-ed. Also committed to ensuring that all policies and practices respect the Employment Equity Program, we aim for our workforce to be truly representative of the four designated groups; women, aboriginal people, members of visible minorities, and/or persons with disabilities. ABB will provide reasonable accommodation to the applicant with disabilities and encourage appli-cants to self-identify in the application process. ABB's Military Reservist Policy offers Canada's Reserve Force members the flexibility to undergo military training and activities while maintaining job security, seniority, pay, benefits, and privileges as ABB employees, including up to 15 paid working days per year for training, as well as extended leave for operations both in Canada and abroad, ensuring seamless career integration with our nation's defense forces. #LI-Hybrid