About this Customer Service Lead role at ABB
At ABB, we help industries outrun - leaner and cleaner. Here, progress is an expectation - for you, your team, and the world. As a global market leader, we’ll give you what you need to make it happen. It won’t always be easy, growing takes grit. But at ABB, you’ll never run alone. Run what runs the world.
This role sits within ABB's Robotics business, a leading global robotics company. We're entering an exciting new chapter as we’ve announced the plan for SoftBank Group to acquire ABB Robotics. SoftBank is a globally recognized technology group and investor/operator focused on AI, robotics, and next-generation computing. By joining us now, you’ll be part of a pioneering team shaping the future of robotics—working alongside world-class experts in a fast-moving, innovation-driven environment.
This Position reports to:
Business Manager - Commercial&Operations
In this role, you will play a key part in delivering exceptional customer support and managing order and payment-related processes to achieve high standards of service quality, operational efficiency, and customer satisfaction. You will be responsible for customer support strategies execution that enhance operational excellence and optimize the end-to-end sales process. Additionally, you will monitor performance against established targets, proactively identify opportunities for improvement, and implement effective actions to ensure continuous enhancement of customer experience and business outcomes.
The work model for the role is: #Li_hybrid
This role is contributing to the ABB Robotics in Malaysia.
You will be mainly accountable for:
- Lead and coordinate day-to-day customer service operations for the Robotics business, ensuring exceptional service delivery and customer satisfaction.
- Act as the primary point of contact for customers, managing orders, quotations, service requests, inquiries, and escalations in a timely and professional manner.
- Collaborate closely with Sales, Service, Supply Chain, and Finance teams to ensure seamless order fulfilment, issue resolution, and an outstanding end-to-end customer experience.
- Monitor service performance against SLAs and KPIs, identify improvement opportunities, and drive continuous process enhancements to improve operational efficiency.
- Manage governmental stamp duty submissions and related documentation for purchase orders, ensuring compliance with relevant regulatory requirements.
- Support internal controls, compliance, and audit activities while coaching and developing team members to achieve operational excellence and business objectives.
Qualifications for the role
- Bachelor’s degree in business administration, Supply Chain Management, Marketing or a related field.
- Minimum 8 years of experience in customer service, order management, service operations, or a similar customer-facing operational role.
- Demonstrated ability to lead, coach, or mentor teams; prior supervisory experience will be an advantage.
- Strong customer-focused mindset with excellent communication, stakeholder management, problem-solving, and organizational skills.
- Experience in working in a flat and lean organisation structure, proficiency in SAP, Salesforce, or other ERP/CRM systems are desirable;
- Fluency in English is required.
We value people from different backgrounds. Could this be your story? Apply today or visit www.abb.com to read more about us and learn about the impact of our solutions across the globe.