Customer Operation Manager

1 month ago

Modderfontein, South Africa ABB Full time

**Customer Operation Manager**:
**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**:
Hub Commercial Operation Manager, MEA

**Your role and responsibilities**:
In this role, you will have the opportunity to developing and deploying global customer operations strategy and processes. Each day, you will implement global processes, best practices, and solutions within a global/regional/local Sales unit to meet and exceed customers’ expectations. You will also showcase your expertise by being accountable for end of line metrics e.g. ROTD, Time to book Lead Time, customer’s cases on time closure, one order one delivery, clean orders % (executable backlog), NPS (Net Promote Score) while proactively leading, developing, and coaching the Customer Operations team The work model for the role is: Onsite You will be mainly accountable for: 1. Strategy: - Responsible for the local implementation of Global and Hub customer support strategy. - Make optimization plans to increase operational excellence and customer satisfaction in the sales process. - Build long-term customer’s relationship 2. Performance target: - Focuses on achievement of the assigned targets, through oversight and definition of improvement actions as needed. - Focuses on ROTD, Time to Book lead time, Customers Cases closing lead-time, % of digital vs manual orders, One Order-One delivery, clean orders % (executable backlog) NPS (Net Promote Score) 3. Orders Handling: - Develops and ensure the deployment of order entry and order management processes: Customers master data and pricing management, orders acknowledgment, orders changes, delivery notes generation, credit limit administration (in consultation with finance/GBS), orders/customers blocks management and implementation of best practices to ensure that customers receive accurate and timely acknowledgment and delivery of products. - Implement pre-order booking routine control checks, identify and classify root causes and take preventive actions. 4. Post-Sales support: - Implements in the local unit post-sales support processes and best practices to ensure a fast resolution of material and non-material related customer’s cases (e.g. order booking, technical and delivery complaints, delay in delivery) - Organizes and manages internal or 3rd party EP call center (if any) or work closely with country or regional call center being the single point of contact for the Division in the local unit. - Lead the local implementation of Customer’s Cases management program. - Ensure that the required trainings are planned and delivered to internal (ABB) and external (Service providers) personnel. 5. Fit-gap solutions/assessment: - Lead detailed gap analysis across the customer support processes and provide solutions to reach and exceed expected service level at optimized costs by utilizing lean six-sigma assessment methods and tools. 6. HSE: - Ensures that Group and local health, safety and environmental guidelines and directives are understood and implemented in the local customer support unit with particular focus on technical service operations in the field. 7. Standards and governance: - Implements and ensure compliance with global and local standards, rules, tools, policies and processes and share best practices and lessons learned across the organization 8. People leadership and development: - Ensure that the area of responsibility is properly organized, staffed and directed. - Builds an effective, capable and high performing organization.

**Qualifications for the role**:

- 10-12 years of industry experience within customer operations or customer complaints management
- Comprehensive knowledge of order-to-cash processes and solutions
- SAP Power User at management level with a full understanding of system capabilities
- Experience in internal controls and compliance
- In-depth understanding and experience in customer relationship management
- Skilled in stakeholder management, both internal and external
- Advanced presentation skills, with the ability to prepare and present ideas effectively
- Proficient in advanced MS Excel (including macros and pivot tables) and PowerPoint
- Well-established network within the local Sales and Marketing unit
- Motivated self-starter with a strong interest in developing and implementing best practices and innovative solutions
- Proficient in English with strong reporting skills
- Ability to foster a collaborative team environment
- Lean Six Sigma Green Belt or higher is an advantage
- Strong personal leadership skills

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