Customer Service Manager
vor 2 Monaten
At ABB, we have the clear goal of driving diversity and inclusion across all dimensions: gender, LGBTQ+, abilities, ethnicity and generations. Together, we are embarking on a journey where each and every one of us, individually and collectively, welcomes and celebrates individual differences.
You are leading teams of specialists who provide internal and external customers support (e.g., coordinate customer support processes from customer enquiry to product delivery to end customers including order assistance, transport booking assistance, payment-related assistance). Overseeing customer support process, definition, implementation, and execution in order to achieve target levels of service quality, operational efficiency you participate to the customer satisfaction and expectations.
Your responsibilities- Creates, implements, and reviews customer service strategy
- Develops, implements, and maintains customer support processes and ensures compliance with global and local standards, rules, tools, policies, and shares functional best practices and lessons learned across the organization
- Ensures achievement of established targets (i.e. on time delivery), through oversight and definition of improvement actions as needed
- Processes orders to ensure that customers receive accurate and timely delivery of products and acts as first port
- Ensures the resolution of customer issues by coordinating with Logistics and Operations and other internal and/or external teams and acts as first port of call to customers' questions and orders
- Participates in customer support related development projects (e.g. tools, IS systems, competences, resources
- Establishes regular reports and statistics of the customer support process
- Reviews and analyzes performance against standards and prepares improvement plans
- Ensures that the area of responsibility is properly organized, staffed and directed
- Builds an effective, capable and high performing organization
- Working experience in managing a customer service or sales support team in several years
- Self-driven with networking, collaboration, and intercultural skills
- Outstanding customer focus and excellent communication skills
- Bachelor's (or similar) degree in a relevant field, e.g. Marketing, Business Administration, Logistics
- English and German fluent written and spoken
- Intermediate knowledge of Excel/Word/Outlook/PowerPoint
- Knowledge of SAP, Sales Force, OMS is a plus
- Knowledge of handling the import and export matters could be a benefit
- Flexible work practices
- Employee Share Acquisition Plan
ABB is able to offer you an interesting role within a highly motivated team, together with open communication structures. On the basis of a personal, practice-oriented induction programme, you will be given the opportunity to acquire the confidence needed to work independently and self-reliantly within your assigned area. Even after the joining phase, ABB offers a wide range of individual career development opportunities and supports you in realising your career goals with targeted training measures.
Interested in joining our team? We are looking forward to receiving your complete application through our online tool. In the case of equal suitability, people with severe disabilities and their equals are given preference.
ABB AG
Recruiter responsible for the job: Laura Manke
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