Customer Operations Manager, Riyadh

This position reports to

Hub Commercial Operation Manager, MEA

Your role and responsibilities

1. Strategy: Responsible for the local implementation of Global and Hub customer support strategy. Make optimization plans to increase operational excellence and customer satisfaction in the sales process. Build long-term customer’s relationship 2. Performance target: Focuses on achievement of the assigned targets, through oversight and definition of improvement actions as needed. Focuses on ROTD, Time to Book lead time, Customers Cases closing lead-time, % of digital vs manual orders, One Order-One delivery, clean orders % (executable backlog) NPS (Net Promote Score) 3. Orders Handling: Develops and ensure the deployment of order entry and order management processes: Customers master data and pricing management, orders acknowledgment, orders changes, delivery notes generation, credit limit administration (in consultation with finance/GBS), orders/customers blocks management and implementation of best practices to ensure that customers receive accurate and timely acknowledgment and delivery of products. Implement pre-order booking routine control checks, identify and classify root causes and take preventive actions. Main Accountabilities: 4. Post-Sales support: Implements in the local unit post-sales support processes and best practices to ensure a fast resolution of material and non-material related customer’s cases (e.g. order booking, technical and delivery complaints, delay in delivery) Organizes and manages internal or 3rd party EP call center (if any) or work closely with country or regional call center being the single point of contact for the Division in the local unit. Lead the local implementation of Customer’s Cases management program. Ensure that the required trainings are planned and delivered to internal (ABB) and external (Service providers) personnel. 5. Fit-gap solutions/assessment: Lead detailed gap analysis across the customer support processes and provide solutions to reach and exceed expected service level at optimized costs by utilizing lean six-sigma assessment methods and tools. 6. HSE: Ensures that Group and local health, safety and environmental guidelines and directives are understood and implemented in the local customer support unit with particular focus on technical service operations in the field. 7. Standards and governance: Implements and ensure compliance with global and local standards, rules, tools, policies and processes and share best practices and lessons learned across the organization 8. People leadership and development: Ensure that the area of responsibility is properly organized, staffed and directed. Builds an effective, capable and high performing organization.

Qualifications for the role

 

• Bachelor’s in Electrical engineering, engineering or similar discipline or business administration, with 10 years experience in similar role & industry.
• Six Sigma certification
• SAP Certification /Knowledge in SD, MM etc.
• Advance analytical knowledge using tools like power BI
• Strong knowledge of customs, trade compliance
• With 10 years spent in customers operations or customers complaints management area
• Well established network inside the local Sales and Marketing unit
• Motivated self-starter, with a keen interest in developing and implementing best practices and innovative solutions
• Good project management skills
• Good ERP Knowhow (Sales Distribution)
• Ability to promote a team environment
• Lean six sigma green belt or superior (nice to have)
• Strong personal leadership
• Good command of English (bilingual in Arabic & English is a plus)

Tagged as: Engineering