Your role and responsibilities

Leads the execution of small/medium volume accounts while coordinating with relevant functions across the organization, ensuring complete ownership from forecast to product delivery, and understanding the complete operations process and systems at the RDCs and feeder factories to meet and exceed customer expectations and increase satisfaction.

• Monitor and control backlog in proactive approach to ensure customers receive accurate and timely information about deliveries to fulfill volumes according to ABB quality standard, making sure the utilization of available resources.
• Lead and own communication across the organization of internal/external stakeholders, and customer issues resolution process to ensure customer´s satisfaction.
• Build long-term relationships with customers to collaborate and improve process as needed looking at the success of the account.
• Communicates appropriate information to the internal stakeholders in a timely and effective manner to achieve desired understanding and support.
• Ensures that the accounts consistently operate in alignment with contract and request claims management support as needed in accordance with ABB policies and contractual agreements.
• Lead the continues improvement process coordinating internal/external stakeholders to ensure the optime process for the partnership (guidelines, tools, and templates).
• Captures, analyzes, and shares lessons learned throughout the daily activities with the team.
• Coordinate post-sales and customer claims management to ensure the issues are properly addressed by the factories using the quality tools.
• Provides appropriate solutions and work around for customer requests and oversees the coordination with related teams across our organization to ensure complete handling of requests, including special products, order completion, expediting requests, push out requests, cancellation requests, tracking and communication aspects, account blocks and suspensions, etc.
• Collaborate with customers and sales periodically to collect/receive the forecast and take appropriate actions internally with the RDC and feeder factories.
• Ensure the finance process is executed properly.
• Ensure the execution of the account is according with the KPI established, maintain the reports/presentations and follow up open actions and proactively escalated before issues arise to take actions.
• Visiting ABB feeder factories and customers factories and attending/establishing QBRs to understand customers’ products and meet people and prepare executives summaries to share with the internal leaders.

• Bachelor’s degree in business Admin / Engineering
• 3+ years of experience in and/or manufacturing, project management, planning, operations and customer service.
• Proficiency English
• Availability to travel to the United States
• Experience in Customer Service