Customer Care Manager

BlackBerry Inc.; Pune District; Hybrid; INR 1,200,000 - 1,800,000; Full time

Job summary

ABB in Pune, India seeks a seasoned professional to oversee regional customer care and end-to-end order fulfillment across the region. You will lead operational excellence, monitor key performance indicators, and drive process improvements with cross-functional teams to support growth.

The role requires extensive experience in O2C, ERP acumen, and strong collaboration with international teams, with hybrid work and travel within India as needed.

Qualifications

• 10+ years in Order-to-Cash (O2C) or related fields within global/matrix orgs.
• Solid knowledge of ERP, order management and process optimization.
• Experience with cross-functional/international teams across Asia-Pacific.

Responsibilities

• Oversee regional customer care excellence and end-to-end order fulfillment.
• Monitor KPIs, service levels, OTIF, invoice accuracy and implement improvements.
• Collaborate with HQ, manufacturing and cross-functional teams to ensure on-time delivery and coordinated supply chain.

Skills

O2C management

Customer care

Operations leadership

Cross-functional collaboration

ERP systems

Education

Bachelor’s degree in Electronics/Electrical/Engineering

Tools

ERP (SAP/Oracle)

Job description

At ABB, we help industries run leaner and cleaner—and every person here makes that happen. You’ll be empowered to lead, supported to grow, and proud of the impact we create together. Join us and help run what runs the world.

This Position reports to: Regional Commercial Operations Manager

Role and responsibilities

In this role, you will be responsible for overseeing customer care excellence across the region by managing end-to-end order fulfillment, service performance, and process improvement initiatives. The role requires a combination of operational leadership, customer focus, data-driven decision-making, and cross-functional collaboration to deliver a high-quality customer experience and support business growth.

The work model for the role is: #LI- Hybrid

This role is contributing to the Machine Automation Division -B&R in Pune region in India.

Mina Stakeholders include Customers, Sales, Supply Chain, Manufacturing, Finance/Credit, Logistics, Customer Service Operations, IT/Digital teams, and Regional & Global Leadership.

Accountability

• Support P2I operational excellence by monitoring regional KPIs, service levels, order cycle times, invoice accuracy, payment timelines, OTIF performance, and implementing improvements to enhance efficiency and customer satisfaction.
• Manage end-to-end customer order fulfillment by coordinating with internal stakeholders to resolve order changes, expediting requests, credit issues, account blocks, suspensions, and other customer service requirements.
• Collaborate with headquarters, manufacturing, and cross-functional teams to ensure on-time delivery, effective supply chain coordination, and seamless execution of customer commitments.
• Support continuous improvement and digital transformation initiatives by identifying process gaps, implementing corrective actions, helping teams use automation and e-commerce tools, and providing performance insights to leadership through regular reporting.

Qualifications for the role

• Bachelor’s degree in Electronics, Electrical, EEC, or a related engineering discipline.
• 10+ years of experience in Order-to-Cash (O2C), Customer Care, Commercial Operations, Sales Operations, or similar functions within global and matrix organizations.
• Solid knowledge in ERP systems, order management, and process optimization, supporting operational excellence and enhanced customer satisfaction.
• Direct experience in end-to-end order management, including order fulfilment, customer request handling, credit management, and service performance monitoring.
• Demonstrated ability to collaborate with cross-functional and international teams across Asia-Pacific regions to ensure seamless operational execution and customer support.
• Advanced analytical, stakeholder management, and communication skills, with experience in leveraging KPIs and performance metrics to drive continuous improvement.
• Fluent in English; additional proficiency in Southeast Asian languages, Korean, or Japanese is preferred.
• Willingness to travel within India as required.

More about us

B&R Industrial Automation is a manufacturer of automation technology and ABB’s global center for machine and factory automation. B&R was founded in 1979 by Erwin Bernecker and Josef Rainer and has its headquarters in Eggelsberg, Upper Austria. Today, B&R is a leading global solution provider for automating machines and factories and is responsible for machine automation in ABB’s Robotics & Discrete Automation division.

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Why ABB

Working at ABB gives you the opportunity to contribute to a healthier and more prosperous world. Add to your story by joining a passionate team, focused on pushing the boundaries of technology to drive performance, shape new business models and find new ways of working that benefit our customers, partners and society. We want you to be proud of being part of ABB.

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We grow We help our people succeed and develop, and we empower them to create their own careers at ABB. Our benefits, reward and development programs encompass a wide array of offerings.