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ABB

Customer Support Manager

  • ABB
  • Zaventem
  • Permanent, Full-time
Published on Jobat.be 16 days ago

Customer Support Manager

Join ABB and work in a team that is dedicated to creating a future where innovative digital technologies allow greater access to cleaner energy.

You will be responsible for leading a team of 10 specialists who provide internal and external customers support in Europe and Middle East (e.g technical, order assistance, payment-related assistance).

You will oversee the customer support process, definition, implementation and execution in order to achieve target levels of service quality, operational efficiency and customer satisfaction.

You will report directly to the Plant Manager of ABB Installation Products (an ABB Electrification Products Division).

Job description

  • Creates, implements, monitors and reviews customer support strategy. Develops continuous feed-back loops ensuring that internal stakeholders receive customer feed-back for further action.
  • Defines key targets and ensures these are achieved for the customer support. Develops, maintains and managers sustainable customer relationships and prioritize the work according to the defined criteria.
  • Develops, implements and maintains customer support processes.
  • Ensures the resolution of customer issues (e.g order, technical, payment) by coordinating with Sales, Operations, Supply Chain Management and other internal and/or external teams. Escalates customer complaints and resolves, negotiates associated problems/requests. Coordinates resolution with after-sales services and/or spare parts teams.
  • Ensures timely issue of invoices for revenue generation and identifies and closely follows-up on customer issues relating to credit.
  • Recommends appropriate solution for special customer requests and coordinates with related teams to ensure the complete handling of the request (e.g resourcing, quotes, price lists, invoice) is in place.
  • Establishes regular reports and statistics of the customer support process. Reviews and analyzes performance against standards and prepares improvement plans.
  • Lead a team of customer representatives by providing leadership and coaching that delivers high levels of customer satisfaction and ensures know-how sharing and cross-collaboration.

Profile

  • Proven supervision experience of Customer Service with demonstrated progression of responsibilities. 5 years of experience minimum in an international environment.
  • Required knowledge of export and incoterms.
  • Advanced troubleshooting and multi-tasking skills
  • Ability to motivate with a positive attitude
  • Proactive approach to problem resolution and client oriented
  • Organized and disciplined with excellent prioritization and time management skills
  • Fluent in English / French and very good communication skills
  • Stress resistant and reactive in urgent cases
  • Proficiency in Office tools (Word, Excel, Power Point,…)

Offer

We look forward to receiving your application. If you want to discover more about ABB, take another look at our website www.abb.com.

Please contact Patrick Brahm, Talent Partner, 27, Hoge Wei - 1930 Zaventem for additional information.

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    23 days left to apply

    Characteristics

    Requirements

    • Professional bachelor (Higher Education Short Type)
    • At least 2 years experience
    • Dutch, English, French

    Offer

    • Permanent
    • Full-time

    Apply before

    • 27 December

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