Order Management Leader-ELECTRIFICATION

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

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:

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.