Customer Operations Manager

1 month ago

SaintLaurent, Canada ABB Full time

**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, PowerPoint and Access; SAP is an asset.

**Benefits**:

- Retirement plan
- Healthcare plan
- Accident insurance
- Wellbeing program

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