EL Customer Operations Manager (m/f)

At ABB, we help industries run leaner and cleaner—and every person here makes that happen. You’ll be empowered to lead, supported to grow, and proud of the impact we create together. Join us and help run what runs the world. This position reports to: EL Customer Operations Manager In this role, you will have the opportunity to develop and deploy global customer operations strategy and processes. Each day, you will implement global processes, best practices, and solutions within a regional/local Sales unit to meet and exceed customers’ expectations. You will also showcase your expertise by being accountable for end-of-line metrics and proactively leading, developing, and coaching the Customer Operations team. The work model for the role is: #LI-Hybrid This role is contributing to the electrification business in the Zagreb plant. You will be mainly accountable for: - Focusing on delivery performance, time-to-book lead time, customer cases closing lead time, percentage of digital vs. manual orders, one order-one delivery, percentage of clean orders, and Net Promoter Score. - Ensuring the deployment of order entry and management processes: customer master data and pricing management, order acknowledgment, order changes, delivery note generation, credit limit administration, and implementation of best practices. - Implementing pre-order booking routine control checks, identifying and classifying the root causes for pre-order bookings, and taking preventive actions. - Leading the local implementation of the customer’s case management program. You will join a dynamic team where you will be able to thrive.

- You are highly skilled in customer operations, customer support, procurement and logistics including warehouse management, ideally within multinational organizations, and the B2B industrial and export markets. - You have 4-5+ years of experience in management, demonstrating proven leadership track record with the ability to handle diverse operational situations and manage different stakeholder environments. - Possess an enhanced knowledge of enterprise platforms such as Salesforce and SAP, as well as customer case management and CRM tools. - You are passionate about delivering exceptional customer experience and driving operational excellence through continuous improvement initiatives. - Experience managing domestic market operations and export business (Balkans region: Bosnia, Montenegro, Macedonia, etc.), understanding the unique complexity of non-EU market dynamics would be considered a plus - You are at ease communicating in English and local language(s)