Customer Operations Specialist – Post-SalesAt ABB, we are dedicated to addressing global challenges. Our core values: care, courage, curiosity, and collaboration - combined with a focus on diversity, inclusion, and equal opportunities - are key drivers in our aim to empower everyone to create sustainable solutions. This position reports toOrder Management Lead
Your role and responsibilitiesIn this role, you will have the opportunity to support with the accurate end-to-end resolution of post-sale customer requests. Each day, you will assist in resolving warranty products, customer complaints and disputes in a timely manner to ensure customer satisfaction. You will also showcase your expertise by analyzing trends within the claims process to highlight any repetitive failures to further support continuous improvement.
The work model for the role is: #L-Hybrid. This role is contributing to the ELECTRIFICATION team and stakeholders.
You will be mainly accountable for:
Ensuring the resolution of post-sale customer requests/complaints/disputes.Tracking any disputes that arise and proactively coordinating with the necessary functions to ensure faster resolution.Working with the manager in providing appropriate solutions for customer claims, coordinating with the related teams to ensure complete handling of the complaints, and ensuring containment actions, returns, credits, and/or debits are processed.Collecting and archiving the documentation regarding requests/claims/disputes within the target timeline and ensuring all outcomes/actions are recorded and closed in the systems within your scope of responsibility.Qualifications for the roleBachelor´s Degree in Electrical, Mechanical or Electromechanical Engineering.+2 years of experience in Customer support.Portfolio Management, Business Strategy and Market Intelligence.Residency or relocation to Monterrey, N.L. Mexico is required.Knowledge of ERP (SAP) FICO Model, MS Office and Advanced Excel.Type of Experience: Manufacturing / Cost Accounting / Finance.Strong Leadership, Attention to detail, self-critic and excellent customer service attitude.Advanced level of English.BenefitsRetirement planLife insuranceAccident insurancePaid Parental leave (gender neutral)Wellbeing program
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