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Customer Operations Manager, Riyadh

2 months ago

Riyadh, Ar Riyāḑ, Saudi Arabia ABB Full time

About the Role:

This position plays a crucial role in addressing global challenges and empowering sustainable solutions at ABB. As a key member of the team, you will be responsible for implementing global and hub customer support strategies, optimizing operational excellence, and enhancing customer satisfaction in the sales process.

Key Responsibilities:

  • Strategy and Performance: Develop and execute plans to increase operational efficiency and customer satisfaction. Focus on achieving assigned targets, defining improvement actions, and overseeing 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: Develop and ensure the deployment of order entry and order management processes, including customers master data and pricing management, orders acknowledgment, orders changes, delivery notes generation, credit limit administration, orders/customers blocks management, and implementation of best practices to ensure timely and accurate delivery of products.
  • Post-Sales Support: Implement post-sales support processes and best practices to ensure fast resolution of material and non-material related customer cases, such as order booking, technical and delivery complaints, and delay in delivery.
  • Customer Cases Management: Lead the local implementation of Customer's Cases management program, ensuring required trainings are planned and delivered to internal and external personnel.
  • Gap Analysis and Solutions: Conduct detailed gap analysis across customer support processes and provide solutions to reach and exceed expected service levels at optimized costs, utilizing lean six-sigma assessment methods and tools.
  • HSE and Governance: Ensure compliance with global and local health, safety, and environmental guidelines and directives, and implement global and local standards, rules, tools, policies, and processes.
  • People Leadership and Development: Ensure the area of responsibility is properly organized, staffed, and directed, building an effective, capable, and high-performing organization.

Requirements:

  • Bachelor's degree in Electrical engineering, engineering, or similar discipline, or business administration, with 10 years of experience in a similar role and industry.
  • Six Sigma certification.
  • SAP Certification or knowledge in SD, MM, etc.
  • Advanced analytical knowledge using tools like Power BI.
  • Strong knowledge of customs and trade compliance.
  • 10 years of experience in customer operations or customer complaints management.
  • Well-established network inside the local Sales and Marketing unit.
  • Motivated self-starter with a keen interest in developing and implementing best practices and innovative solutions.
  • Good project management skills.
  • Good ERP knowledge (Sales Distribution).
  • Ability to promote a team environment.
  • Lean six sigma green belt or superior (nice to have).
  • Strong personal leadership.
  • Good command of English (bilingual in Arabic and English is a plus).