Order Management Leader-ELECTRIFICATION

USTBC ABB Installation Products Inc.; Apodaca; Presencial; MXN 600.000 - 900.000; Tempo integral

Resumo da vaga

USTBC ABB Installation Products Inc. in Apodaca, Nuevo León, Mexico seeks an experienced Order Management and Customer Service Lead to coordinate internal and external service activities, including order, technical, and payment support, and claims management.

You will collaborate across Sales, Operations, Supply Chain, Finance, and Engineering to ensure complete case ownership, drive process improvements, and provide timely solutions.

Qualificações

• Bachelor's degree in Industrial Engineering, Business Administration, Engineering, or related field.
• 5+ years in Order Management or Customer Service in manufacturing.
• Experience with Make-to-Order or customized manufacturing processes.
• CRM experience with cross-functional coordination; CRM cert a plus.
• Advanced SAP knowledge; SAP transformation/migration projects preferred; Power BI proficiency.
• Project Management background with organizational and continuous improvement skills.
• Strong leadership, communication, and stakeholder management.
• Advanced English.

Responsabilidades

• Managing the resolution of customer issues, including order, technical, and payment-related issues.
• Overseeing post-sales and customer claims management and ensuring issues in factories are addressed.
• Providing solutions for customer requests and coordinating with related teams for order changes, expediting, credit and tracking.
• Ensuring documentation related to orders is collected and archived, with decisions recorded in systems.

Conhecimentos

Order management

Customer service

Cross-functional teamwork

Team leadership

Stakeholder management

Problem solving

English proficiency

Formação

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

Ferramentas

SAP

Power BI

CRM

Descrição da vaga

This position reports to:

Planning & Fulfillment Manager

Your role and responsibilities

In this role, you will have the opportunity to manage internal and external customer service activities, including technical support, order, and payment-related assistance, claims management. Each day, you will coordinate with relevant functions to ensure complete case ownership and increase customer satisfaction. You will also showcase your analytical skills by analyzing statistics, including forecasting, pacing, etc., using available tools and collecting relevant information, and takes appropriate actions to improve process efficiency.

The work model for the role is: #L-Onsite

This role is contributing to the Electrification business in Apodaca, Nuevo León, Mexico . The main stakeholders are internal and external customers, Sales, Operations, Supply Chain, Production, Finance, Engineering, Customer Service, and other cross-functional teams .

You will be mainly accountable for:

• Managing the resolution of customer issues, including order, technical, and payment-related issues.
• Overseeing post-sales and customer claims management and ensuring the issues in factories are addressed.
• Providing appropriate solutions for customer requests and overseeing the coordination with related teams to ensure complete handling of requests, including order changes, order completion, expediting requests, credit management, tracking and communication aspects, account blocks and suspensions, etc.
• Ensuring the documentation related to orders is collected and archived, and assumptions and decisions made during the process are recorded in the systems, within your area of responsibility.

Our team dynamics

You will become part of a customer-centered, collaborative team that works closely with multiple functions and customer-facing groups. You will have the opportunity to lead a team, improve customer relationships, and help improve the order management process in a manufacturing environment.

Qualifications for the role

• Bachelor's degree in Industrial Engineering, Business Administration, Engineering, Supply Chain, or a related field .
• 5+ years of experience in Order Management, Customer Service, Customer Relationship Management, or a 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 knowledge of SAP , with experience in SAP transformation/migration projects preferred, and proficiency in Power BI .
• Background in Project Management , with well-developed organizational, methodical, problem-solving, and continuous improvement skills.
• Solid leadership, communication, presentation, and stakeholder management skills , with experience developing and motivating teams.
• Advanced English

Building a cleaner, smarter future takes all kinds of minds: the curious, the courageous, and the creative. That's why we welcome people from all backgrounds and experiences.