Customer Service Operations Manager

2 mesi fa


Florence, Toscana, Italia Oilandgas.Org A tempo pieno
About the Role:

As a Customer Service Operations Manager at ABB, you will play a key role in ensuring customer satisfaction through effective management of the production order cycle in the Aftermarket factories and field service call center. Your primary function will be to deliver improved accuracy and on-time results from Order Entry, Engineering, Order Management, Master Scheduling, and Customer Care/Warranty to ensure repeatable customer business.

Responsibilities:
• Responsible for the order processing for aftermarket factories
• Lead the Reorganization of Aftermarket and field service support functions under one roof
• Own the order management cycle from receipt of order through commissioning and customer service, ensuring technical specifications and commercial contractual requirements are met fully
• Develop Call Center Metrics and standard processes to ensure accurate and timely order entry and feedback with customers, internal/external

Our Team:
You will join a dynamic, talented, and high-performing team where you will be able to thrive.

Qualifications:
Bachelor's degree in Business Administration and/or Engineering field, plus a minimum of 8 years of related experience in customer service. Experience with ERP data systems is preferred. Excellent communication skills, both oral and written, are required. Knowledge of order entry (CSM) systems is preferred, and experience in change management is a plus. Candidates must already have a work authorization that would permit them to work for ABB in the US.

About Us:
ABB's Service Division partners with our customers to improve the availability, reliability, predictability, and sustainability of electrical products and installations.

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