Hybrid Order Experience Lead

USTBC ABB Installation Products Inc.; San Pedro Garza García; Hybrid; MXN 480,000 - 720,000; Full time

Benefits offered by this job

Performance Bonus

Saving fund

Paid parental leave

Life insurance

Retirement plan

Health and dental insurance

Wellbeing program

Flex days

Employee Assistance Program (EAP)

Access to development platforms: Spark

Job summary

ABB in México is seeking an Order Management professional to deliver high-quality customer service by managing orders from entry to delivery, providing technical and commercial support, and coordinating with cross-functional teams in a hybrid work model.

You will own order accuracy in SAP, monitor status, and drive improvements with Power BI/Salesforce familiarity; English proficiency required; 3+ years' experience recommended.

Qualifications

• Bachelor's degree in Business Administration, Engineering, Supply Chain Management, International Business, or related field.
• Minimum 3 years of experience in customer service, order management, project coordination, or related operational roles.
• Experience working with SAP in order processing and customer service environments.
• Demonstrated ability to manage customer relationships and resolve complex customer issues.
• Good communication skills and professionalism in handling difficult conversations with customers.
• Effective organization, self-management, and prioritization skills. Ability to work in a changing environment with multiple priorities.
• Experience working with cross-functional teams and internal stakeholders.
• Intermediate to advanced proficiency in English (written and verbal).
• Experience with Power BI or Salesforce is desirable.

Responsibilities

• Managing customer orders from order entry through fulfillment and delivery.
• Providing support for order-related inquiries, claims, payment issues, and customer requests.
• Coordinating with sales, logistics, supply chain, finance, and other internal stakeholders to ensure complete ownership and resolution of customer cases.
• Processing order modifications, expediting requests, delivery updates, account-related inquiries, and documentation requirements.
• Maintaining accurate records and documentation within SAP and other business systems.
• Monitoring order status and regularly communicating updates to customers.
• Analyzing operational data, forecasts, and performance metrics to identify improvement opportunities.
• Handling difficult customer conversations professionally and effectively while maintaining strong customer relationships.
• Supporting continuous improvement initiatives within the order management process.

Skills

Customer service

Communication

Time management

Cross-functional collaboration

English proficiency

Education

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

Tools

SAP

Power BI

Salesforce

Job description

ABB in México is seeking an Order Management professional to deliver high-quality customer service by managing orders from entry to delivery, providing technical and commercial support, and coordinating with cross-functional teams in a hybrid work model.

You will own order accuracy in SAP, monitor status, and drive improvements with Power BI/Salesforce familiarity; English proficiency required; 3+ years' experience recommended.