Order and Contract Management Lead, Electrification Services

Job description

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: Service Project Management&Tendering Man __ Your role and responsibilities In this role, you will have the opportunity to provide customer support, including technical support, order, and payment-related assistance to achieve target levels of service quality, operational efficiency, and customer satisfaction. Each day, you will implement customer support strategy to increase operational excellence and customer satisfaction in the sales process. You will also showcase your expertise by supporting achievement of established targets by overseeing progress and implementing improvement actions as needed. The work model for the role is: Hybrid #LI-Hybrid, Onsite #LI-Onsite This role is contributing to the Electrification Service Business based in Petaling Jaya, Malaysia. You will be mainly accountable for: Order Processing & ERP Management: Receiving and processing sales orders accurately in ERP systems; ensuring data completeness, maintaining master data integrity, and generating order confirmations with complete documentation. Contract Management & Documentation: Maintaining contract records in contract management systems; tracking milestones, obligations, renewals, and expiry dates; identifying baseline terms, KPI commitments, and potential risks. Performance Monitoring & KPI Tracking: Monitoring contract performance and service delivery against KPIs; achieving targets on inventory turn, on-time delivery, and NPS; conducting regular customer performance reviews and supporting contract renewals. Compliance & Risk Management: Ensuring adherence to regulatory and internal policy requirements; supporting audits with audit-ready documentation; proactively identifying and mitigating contract risks and compliance gaps. Customer Support & Service Excellence: Implementing customer support processes to drive operational excellence and satisfaction; notifying account teams of opportunities; ensuring timely execution of contracted services. Data Analysis & Reporting: Analyzing order and contract performance data to identify trends and risks; preparing reports on KPIs and service delivery; providing data-driven insights to support decision-making. Quality & Process Management: Implementing quality standards across order, contract, and customer processes; maintaining accurate documentation; optimizing processes to reduce errors and improve efficiency. Organizational Excellence & Knowledge Sharing: Sharing best practices and lessons learned; driving continuous improvement initiatives based on customer feedback and performance metrics. Qualifications for the role Bachelor's degree in Business Administration, Supply Chain Management, Operations, or related discipline with 4-6 years of experience in order management, contract management, or customer service operations. Proficiency with ERP systems (SAP, Oracle, or equivalent) – order processing, master data management. Familiarity with contract management tools and data analysis tools (Excel, BI systems, reporting platforms) Commercial & Contract Expertise: Ability to interpret and manage complex commercial terms, payment policies, and trade agreements. Understanding of contract structures, KPI commitments, and service level obligations. Project & Operations Management: Ability to manage multiple orders, contracts, and customer engagements simultaneously. Understanding of supply chain processes, inventory management, and KPI tracking. Attention to detail, accuracy, and commitment to compliance and audit standards. Ability to maintain audit-ready documentation and support regulatory requirements. Strong focus on customer satisfaction, service excellence, and relationship building. Ability to analyze performance data, identify trends, and prepare insightful reports. Good communication, organizational, and problem-solving skills and ability to work both independently and collaboratively across internal and external stakeholders. What's in it for you? Be part of a purpose-driven organization making real impact on global business operations and customer success. Benefits We also offer our employees the following benefits: Attractive remuneration along with incentives based on performance Comprehensive medical and insurance coverage Learning, development programs hybrid/flexible work practices Inclusive and safety-driven work culture More about us ABB's Service Division partners with our customers to improve the availability, reliability, predictability and sustainability of electrical products and installations. The Division’s extensive service portfolio offers product care, modernization, and advisory services to improve performance, extend equipment lifetime and deliver new levels of operational and sustainable efficiency. We help customers keep resources in use for as long as possible, extracting the maximum value from them, and then recovering and regenerating products and materials at the end of their useful life. #ABBCareers #RunwithABB #Runwhatrunstheworld Building a cleaner, smarter future takes all kinds of minds: the curious, the courageous, and the creative. That's why we welcome people from all backgrounds and experiences. Ready to make an impact? Apply today or visit https://www.abb.com to learn more about the impact of our solutions across the globe.