Overview
este puesto reporta a: white glove customer support leader
en abb, ayudamos a las industrias a funcionar de forma más eficiente y limpia, y cada una de las personas que trabajan aquí lo hace posible. Estarás capacitado para liderar, apoyado para crecer y orgulloso del impacto que creamos juntos. Únete a nosotros y ayuda a que funcione lo que hace funcionar el mundo.
este puesto reporta a: white glove customer support leader
your role and responsibilities
in this role, you’ll help run what runs the world, by taking on meaningful work that drives real impact.
the work model for the role is in san pedro, monterrey, mexico. Travel to other plants required once per month, <10%.
your role and responsibilities: we are seeking a customer service manager to lead our sales operations team in delivering exceptional customer experiences. In this role, you will manage a team of administrators and specialists, overseeing the complete customer journey from initial inquiry through product delivery and after-sales support. You will lead the execution of high-volume accounts while coordinating with relevant functions across the organization, ensuring complete ownership from forecast to product delivery. Understanding the complete operations process and systems at rdcs and feeder factories is essential to meet and exceed customer expectations and increase satisfaction. Your focus will be on developing and implementing customer service strategies that drive operational excellence, optimize processes, and exceed customer expectations. Success in this role requires strong leadership, deep operational knowledge, and the ability to balance quality, volume, and on-time delivery while continuously improving performance metrics and customer satisfaction.
key primary responsibilities
* monitor and control backlog in proactive approach to ensure customers receive accurate and timely information about deliveries to fulfill volumes according to abb quality standard, making sure the utilization of available resources.
* lead and own communication across the organization of internal/external stakeholders, and customer issues resolution process to ensure customer´s satisfaction.
* build long-term relationships with customers to collaborate and improve process as needed looking at the success of the account. Communicates appropriate information to the internal stakeholders in a timely and effective manner to achieve desired understanding and support.
* ensures that the accounts consistently operate in alignment with contract and request claims management support as needed in accordance with abb policies and contractual agreements. Lead the continues improvement process coordinating internal/external stakeholders to ensure the optime process for the partnership (guidelines, tools, and templates). Captures, analyzes, and shares lessons learned throughout the daily activities with the team.
our team dynamics
our teams support each other, collaborate, and never stop learning. Everyone brings something unique, and together we push ideas forward to solve real problems. Being part of our team means your work matters - because the progress we make here creates real impact out there.
qualifications
* bachelor’s degree in business administration or engineering.
* 6+ years of experience manufacturing, project management, and planning and operations (ideally all four of these).
* beginner to moderate proficiency in english.
* conversational proficiency in spanish is a plus.
* prior knowledge of breakers technical experience is a plus.
* experience using sap, sequel, excel/powerpoint, and/or powerbi is a plus.
construir un futuro más limpio e inteligente requiere todo tipo de mentes: las curiosas, las valientes y las creativas. Por eso acogemos a personas de todos los orígenes y experiencias.
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