Electrification Order & Customer Experience Lead

ABB Inc; Apodaca; On-site; MXN 500,000 - 900,000; Full time

Job summary

ABB Inc. is seeking an experienced Order Management Professional in Apodaca, MX. You will manage internal and external customer service activities, including technical support, order and payment assistance, and claims management.

You will coordinate with Sales, Operations, Supply Chain, Production, Finance, Engineering, and Customer Service to ensure complete case ownership and improve customer satisfaction. Advanced English is required.

Qualifications

• Bachelor's degree in Industrial Engineering, Business Administration, Engineering, Supply Chain, or a related field.
• 5+ years of experience in Order Management, Customer Service, CRM, or related field within a manufacturing environment.
• Experience with Make-to-Order (MTO), customized, or made-to-specification manufacturing processes.
• Solid experience in CRM and customer relationship management, including customer escalations and cross-functional coordination; CRM certification is a plus.
• Advanced SAP knowledge, SAP transformation/migration projects preferred, and proficiency in Power BI.

Responsibilities

• Manage internal and external customer service activities, including technical support, order, and payment-related assistance, and claims management.
• Coordinate with relevant functions to ensure complete case ownership and increase customer satisfaction.
• Analyze statistics (forecasting, pacing) using available tools and improve process efficiency.
• Oversee post-sales and customer claims management and ensure factory issues are addressed.

Skills

Advanced English

Leadership

Communication

Stakeholder management

Education

Bachelor's degree in Industrial Engineering, Business Administration, Engineering, Supply Chain, or related field

Tools

SAP

Power BI

Job description

ABB Inc. is seeking an experienced Order Management Professional in Apodaca, MX. You will manage internal and external customer service activities, including technical support, order and payment assistance, and claims management.

You will coordinate with Sales, Operations, Supply Chain, Production, Finance, Engineering, and Customer Service to ensure complete case ownership and improve customer satisfaction. Advanced English is required.