At ABB, we help industries outrun - leaner and cleaner. Here, progress is an expectation - for you, your team, and the world. As a global market leader, we'll give you what you need to make it happen. It won't always be easy, growing takes grit. But at ABB, you'll never run alone. Run what runs the world.

This role sits within ABB's Robotics business, a leading global robotics company. We're entering an exciting new chapter as we've announced the plan for SoftBank Group to acquire ABB Robotics. SoftBank is a globally recognized technology group and investor/operator focused on AI, robotics, and next-generation computing. By joining us now, you'll be part of a pioneering team shaping the future of robotics-working alongside world-class experts in a fast-moving, innovation-driven environment.

This Position reports to:
Senior Finance Manager

Job Description Summary

Leads a team of administrators and specialists to handle and coordinate customer support processes in local Sales units, from customer inquiry to product delivery and after-sales service, to understand the complete sales process and to meet and exceed customer expectations.

Job Description

Core Responsibilities

• Creates, implements, and reviews customer service strategy and ensures quality, volume, and on-time delivery based on business standards and customer requests.
• Makes optimization plans to increase operational excellence and customer satisfaction in the sales process in collaboration with business counterparts.
• Ensures achievement of established targets, including Days Inventory on Hand (DIH) on finished goods, requested on-time delivery, and Net Promoter Score (NPS), by overseeing progress and defining improvement actions as needed.
• Processes orders to ensure that customers receive accurate and timely delivery of products and acts as the first port of call to customers' queries and orders.
• Builds long-term and sustainable customer relationships, prioritizing tasks based on the defined criteria to ensure consistent customer satisfaction.
• Ensures the resolution of customer issues, including order, technical, and payment-related issues, by coordinating with Sales, Marketing, Product Marketing, Logistics, and other internal and/or external teams.
• Coordinates customer issue resolution in after-sales service and develops, implements, and maintains customer support processes.
• Participates in customer support-related development projects, including tools, competencies, and resources.
• Purchases products from feeder factories according to sales plan and forecast and ensures the right stock level of finished goods.
• Develops and manages logistics operations to effectively control inbound and outbound shipping of products to customers.
• Manages warehouse, import, and export matters.
• Manages small-scale final product assembly within the country upon business request

License to Operate / Core Values

• Ensures all staff (under scope) understand ABB's core values and group safety and integrity standards and act accordingly.
• Implements and ensures compliance with the ABB code of conduct, global and local standards, tools, policies, and processes in their assigned area.
• Ensures adherence to all internal and statutory regulations and policies pertaining to the teams in scope.
• Ensures integrity and compliance with ABB values and ethics in all activities across all teams in scope.
• Accountable for the health and safety of all employees and contractors for the teams in scope, and continuous improvement in Health, Safety, and Environment (HSE) processes and integrity performance.

Collaboration / Leadership

• Promotes and enables collaboration in the division, across divisions, business areas, and teams to maximize results for ABB.
• Provides guidance to the teams and seeks knowledge for their own development and coaching/mentoring of the teams.
• Manages relationships with stakeholders in their own area of responsibility and ensures alignment.
• Ensures that their own area of responsibility is properly organized, staffed, skilled, and directed.
• Inspires, guides, motivates, and develops direct and indirect reports within HR policies.
• Builds effective, competent, and high-performing teams.
• Reviews organizational effectiveness and performs competence assessments and continuous skill upgrades.
• Manages the assembly workshop and workers.

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