Basic Info
Take the next step in your career at ABB, working in a team that is dedicated to creating a future where innovative digital technologies allow greater access to cleaner energy.
ABB’s Electrification business is a leading provider of a full range of protection, control and measurement solutions - enabling safer and smarter electricity flow from substation to the point of consumption. We deliver products and systems designed to connect, protect and control electrical systems, ensuring reliability, efficiency and safety for equipment and personnel.
You will be working as a Local Customer Operations Manager and will be the part of Electrification Business Area for Electrification Global Markets Division based in Modderfontein, South Africa. In this role you will be reporting to HUB Operations Manager and will be responsible to Implementing a local sales unit or a regional distribution center, global processes, best practices and solutions to meet and exceed customer’s expectation and be accountable for end of line metrics, e.g. ROTD (required on time delivery), time to book lead time, customer’s cases on time closure, one order one delivery, clean orders % (executable backlog) , NPS (net promote score).
Your responsibilities
- Strategy: Implementing of Global and Hub customer support strategy. Making optimization plans to increase operational excellence and customer satisfaction in the sales process. Building long-term customer’s relationship.
- Performance target: Focusing on achievement of the assigned targets, through oversight and definition of improvement actions as needed. Focusing 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).
- Orders Handling: Developing and ensuring the deployment of order entry and order management processes, customer master data and pricing management, orders acknowledgment, orders changes, delivery notes generation, credit limit administration (in consultation with finance or GBS), orders or customers blocks management and implementing of best practices to ensuring that customers receiving accurate and timely acknowledgment and delivery of products. Implementing pre-order booking routine control checks, identifying and classifying root causes and take preventive actions.
- Post-Sales support: Implementing local unit post-sales support processes and best practices to ensuring a fast resolution of material and non-material related customer’s cases (e.g. order booking, technical and delivery complaints, delay in delivery). Organizing and managing 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. Leading the local implementation of customer’s cases management program. Ensuring that the required trainings are planned and delivered to internal (ABB) and external (Service providers) personnel.
- Fit-gap solutions or assessment: Leading detailed gap analysis across the customer support processes and providing solutions to reach and exceed expected service level at optimized costs by utilizing lean six-sigma assessment methods and tools.
- Standards and governance: Implementing and ensuring compliance with global and local standards, rules, tools, policies and processing best practices and lessons learned across the organization.
- People leadership and development: Ensuring that the area of responsibility is properly organized, staffed and directed. Building an effective, capable and high performing organization.
- Safety and Integrity: Living ABB’s core values of safety and integrity, which means taking responsibility for your own actions while caring for your colleagues and the business.
Your background
- Bachelor’s Degree in Commerce in Logistics or Supply Chain Management.
- Minimum 12 to 15 years of overall experience out of that 5 years of experience is required in order to cash, customer operations or customer complaints management area.
- Minimum 5 years of experience is required in managing a team of 5 to 10 persons.
- Knowledge of ERP systems, SAP, sales distribution, MS tools, power point.
- Required reporting experience in inventory turns (ITO), required on time delivery (ROTD), confirmed on time delivery (COTD).
- Strong analytical, problem solving and decision-making skills with the ability to independently draw conclusions.
- Proven ability to effectively work under pressure and within tight schedules.
- Excellent written and verbal communication skills with the ability to influence both internally and externally.
More about us
Bring your very own sense of pride and purpose as you help us drive forward the Fourth Industrial Revolution – creating a sustainable future for our planet, and your career. Harness the power of our diverse global network, as you collaborate with and learn from our world-class teams. Above all, challenge yourself every day. Let’s write the future, together.
Should you be interested in applying for this vacancy and for any additional information please refer to the ABB Career page: https://new.abb.com/careers . Take note, that only application received via the ABB Career page will be considered.
