Hybrid Key Account Operations Lead

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

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.