Order Management Leader-ELECTRIFICATION

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This position reports to:
Planning & Fulfillment Manager
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Your role and responsibilities
In this role, you will have the opportunity to manage internal and external customer service activities, including technical support, order, and payment-related assistance, claims management. Each day, you will coordinate with relevant functions to ensure complete case ownership and increase customer satisfaction. You will also showcase your expertise by analyzing statistics, including forecasting, pacing, etc., using available tools and collecting relevant information, and takes appropriate actions to improve process efficiency.
The work model for the role is: #L-Onsite
This role is contributing to the Electrification business in Apodaca, Nuevo León, Mexico. The main stakeholders are internal and external customers, Sales, Operations, Supply Chain, Production, Finance, Engineering, Customer Service, and other cross-functional teams.
You will be mainly accountable for:
Managing the resolution of customer issues, including order, technical, and payment-related issues.
Leading post-sales and customer claims management and ensuring the issues in factories are addressed.
Providing appropriate solutions for customer requests and overseeing the coordination with related teams to ensure complete handling of requests, including order changes, order completion, expediting requests, credit management, tracking and communication aspects, account blocks and suspensions, etc.
Ensuring the documentation related to orders is collected and archived, and assumptions and decisions made during the process are recorded in the systems, within your area of responsibility.
Our team dynamics
You will join a dynamic, customer-focused, collaborative, and high-performing team, where you will work closely with multiple functions and customer-facing teams. You will have the opportunity to lead a team, strengthen customer relationships, and drive improvements across the order management process in a manufacturing environment.
Qualifications for the role
Bachelor’s degree in Industrial Engineering, Business Administration, Engineering, Supply Chain, or a related field.
5+ years of experience in Order Management, Customer Service, Customer Relationship Management, or a related field within a manufacturing environment.
Experience with Make-to-Order (MTO), customized, or made-to-specification manufacturing processes.
Strong experience in CRM and customer relationship management, including customer escalations and cross-functional coordination; CRM certification is a plus.
Advanced knowledge of SAP, with experience in SAP transformation/migration projects preferred, and proficiency in Power BI.
Background in Project Management, with strong organizational, analytical, problem-solving, and continuous improvement skills.
Strong leadership, communication, presentation, and stakeholder management skills, with experience developing and motivating teams.
Advanced English
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Ready to make an impact?
Apply today or visit https://www.abb.com to learn more about the impact of our solutions across the globe.