Customer Operations Specialist

ABB; Auckland; Hybrid; NZD 90,000 - 140,000; Full time

Job summary

ABB is seeking a Customer Operations specialist in Auckland, NZ to develop and execute local key account strategies with Sales, ensuring service excellence and high customer satisfaction. You will manage service levels, coordinate with cross-functional teams, and drive improvements across operations in a hybrid work model.

You will measure KPIs, analyze data with Power BI, and leverage SAP ERP systems to optimize end-to-end processes.

Qualifications

• Bachelor's degree in Supply Chain, Business, Logistics, or related discipline.
• Minimum 5 years of professional experience in supply chain, customer operations, order management, or related roles.
• Proficient in written and verbal English communication.
• Experience in international environments with diverse cultures and stakeholders at different levels.
• ERP experience with SAP ECC/SAP S/4HANA/APO.

Responsibilities

• Identify and select local key accounts in coordination with Sales on service needs.
• Define and monitor service level targets for key accounts with structured follow-up.
• Measure KPIs (ROTD, Lead Time to Book, Timely Case Closure, NPS) and drive improvements.
• Build strong relationships with customers to identify service improvement opportunities and enhance experience.

Skills

Supply chain

Customer operations

Order management

KPI analysis

Stakeholder engagement

Education

Bachelor's degree in Supply Chain / Business / Logistics

Tools

SAP ECC

SAP S/4HANA

APO

Power BI

Excel

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:Customer Operations Manager - AU & NZ__Your role and responsibilitiesIn this role, you will have the opportunity to work with the Sales teams to develop, implement, and manage the local key account strategy, focusing on service excellence and overall customer satisfaction. Each day, you will ensure compliance with agreed service levels through maintaining direct contact with key accounts. You will also leverage your expertise to drive alignment across customer operations and support continuous improvement initiatives.The work model for the role is: Hybrid #hybridThis role is contributing to the Electrification Smart Buildings and Smart Power businesses in New Zealand.You will be mainly accountable for:Identifying and selecting local key accounts with specific customer operation requirements in coordination with the Sales team.Defining and proposing service level targets for selected key accounts and ensuring their achievement through a structured follow-up process.Measuring and analysing key performance indicators (KPIs), including Request on Time Delivery (ROTD), Lead Time to Book, Timely Case Closure, One Order One Delivery, Clean Order Percentage, and Net Promoter Score (NPS); reporting issues, where applicable, and coordinating timely resolution with relevant stakeholders.Monitoring competitor activities within key accounts relating to customer operations and ensuring appropriate response strategies are developed and implemented.Building strong relationships with key customers to identify opportunities for service improvement and enhance the overall customer experience.You will join a collaborative, high-performing team that values customer focus, continuous improvement, knowledge sharing, and cross-functional partnership to deliver outstanding outcomes for our customers.Qualifications for the roleBachelor's degree in Supply Chain, Business, Logistics, or a related discipline.Minimum 5 years of professional experience in supply chain, customer operations, order management, or related roles with a strong understanding of end-to-end supply chain processes.Proficient in written and verbal English communication.Experience working in international environments with diverse cultures and stakeholders across different management levels.ERP system experience, preferably SAP ECC, SAP S/4HANA, and/or APO.Strong communication and interpersonal skills, with the ability to influence and engage stakeholders at all levels of the organisation.Advanced Microsoft Excel skills and experience using Power BI for data analysis, reporting, and performance management.Strong analytical and problem-solving skills, with the ability to translate data into actionable insights and drive continuous improvement.Customer-centric mindset combined with solid commercial awareness.Demonstrated sense of urgency, accountability, and ownership in delivering results.More about usElectrification provides leading electrical distribution and management technologies, solutions and services to electrify the world in a safe, smart and sustainable way. The portfolio includes medium- and low-voltage electrical components, switchgear, digital devices, enclosures, and circuit breakers, among others. With our products, solutions and services, we collaborate with customers to improve power delivery and security, enhance energy management, efficiency and operational reliability, as we seek toachieve a low carbon society. go.abb/electrificationBuilding 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.Ready to make an impact?Apply today or visit https://www.abb.com to learn more about the impact of our solutions across the globe.