Order Management Leader - Electrification

About the role

ABB is hiring an Order Management Leader for its Electrification business in Apodaca, Nuevo León, Mexico. The role reports to the Planning & Fulfillment Manager and manages internal and external customer service activities, including technical support, order and payment assistance, and claims management. It is an onsite position.

Key responsibilities

• Manage the resolution of customer issues, including order, technical and payment-related issues.
• Oversee post-sales and customer claims management and ensure factory issues are addressed.
• Provide solutions for customer requests and coordinate with related teams on order changes, order completion, expediting, credit management, tracking, account blocks and suspensions.
• Ensure order documentation is collected and archived and that assumptions and decisions are recorded in the systems.
• Analyze statistics such as forecasting and pacing, collect relevant information and take action to improve process efficiency.
• Lead a team, improve customer relationships and help improve the order management process in a manufacturing environment.

Required profile

• 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.
• Solid experience in CRM and customer relationship management, including escalations and cross-functional coordination; CRM certification is a plus.
• Background in Project Management, with strong organizational, methodical, problem-solving and continuous improvement skills.
• Solid leadership, communication, presentation and stakeholder management skills, with experience developing and motivating teams.
• Advanced English.

Required skills

• Experience with Make-to-Order, customized or made-to-specification manufacturing processes.
• Advanced knowledge of SAP; experience in SAP transformation or migration projects preferred.
• Proficiency in Power BI.