Hybrid Order Management Specialist for Customer Experience

ABB Inc; Melbourne; Hybrid; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

ABB is seeking an Order Management Specialist to support our Electrification Products business across Australia and New Zealand. You will own customer orders, claims, and service requests, coordinating with cross-functional teams to ensure a seamless customer experience.

In this role, you’ll analyze processes, drive continuous improvements, and leverage SAP, Power BI, and Salesforce to deliver actionable insights.

Qualifications

• Experience in customer service, customer operations, supply chain, order management, or a similar role within a technical, industrial, or B2B environment.
• Strong customer focus and a genuine desire to deliver exceptional service and outcomes.
• Experience working with ERP systems such as SAP and a strong interest in understanding how systems can drive operational excellence.
• Advanced Microsoft Excel skills and exposure to Power BI, with the ability to analyse data and translate insights into actions.
• Strong communication and stakeholder management skills, with the ability to collaborate across multiple teams.
• A process-driven mindset with a passion for continuous improvement and operational efficiency.
• Experience with Salesforce or similar CRM platforms is highly regarded.

Responsibilities

• Deliver outstanding customer service by acting as a key liaison between customers and internal teams, ensuring every decision is made with the customer experience in mind.
• Manage customer orders and requests with accuracy, efficiency, and a strong attention to detail throughout the order lifecycle.
• Take ownership of issue resolution and claims management, working collaboratively with internal stakeholders to achieve positive customer outcomes.
• Analyze existing processes and systems, identifying opportunities to simplify, automate, and improve ways of working.
• Lead and support continuous improvement initiatives, driving enhancements across order management processes, workflows, and systems.
• Partner with key stakeholders to help shape system improvements and contribute to future system upgrades and transformation projects.
• Use data and insights to identify trends, solve problems, and support informed decision-making.
• Maintain accurate records and reporting while helping improve operational performance and customer satisfaction.

Skills

Customer service

Order management

ERP SAP

Power BI

Excel

Salesforce

Stakeholder management

Data analysis

Process improvement

Tools

SAP

Power BI

Salesforce

Job description

ABB is seeking an Order Management Specialist to support our Electrification Products business across Australia and New Zealand. You will own customer orders, claims, and service requests, coordinating with cross-functional teams to ensure a seamless customer experience.

In this role, you’ll analyze processes, drive continuous improvements, and leverage SAP, Power BI, and Salesforce to deliver actionable insights.