Order Handling and Customer Support Manager

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 Operations Manager __ Your role and responsibilities You will have the opportunity to lead a team of Specialist to handle and coordinate the Order Handling and customer support processes in Electrification Service local Division unit, from customer Order to product delivery, to understand the complete execution process and to meet and exceed customer expectations. Each day, you will create, implement, and review customer service strategy and ensure Customer Satisfaction, and on-time delivery based on business standards and customer requests. You will also showcase your expertise by making optimization plans to increase operational excellence and customer satisfaction in the Order Handling and Customer Support process in collaboration with business counterparts. Work model for the role is: #LI-Onsite. In this role, you’ll help run what runs the world by taking on meaningful work that drives real impact, as you will be accountable for: Lead, develop and inspire the Local Division ELSE Order Handling team, fostering a high-performance, customer-centric culture while driving employee engagement and accountability. Ensure excellent execution of the Order-to-Cash process for domestic and export markets, driving operational excellence and compliance with company policies, processes and internal controls. Build long-term and sustainable customer relationships, ensuring high customer satisfaction through proactive communication, rapid issue resolution and continuous improvement of the customer experience. Drive continuous improvement and digital transformation initiatives within the Order Handling area, including AI-based order entry automation, to improve efficiency and reduce lead times. Qualifications for the role You enjoy working in the Electrification Service business, contributing to customer satisfaction and operational excellence. Ability to demonstrate solid experience in Order Handling, Customer Support, or related Order-to-Cash functions. Demonstrated leadership experience, with the ability to develop people, drive engagement, and foster a culture of accountability and collaboration. Possess strong knowledge of SAP and end-to-end Order-to-Cash processes, including order management, shipping documentation, invoicing, transportation, trade, and compliance requirements. You are passionate about customer service excellence, continuous improvement, and leading high-performing teams in a dynamic environment. You are at ease communicating in Italian and English, both written and spoken. Compensation Package As part of our commitment to transparency, we want to share the compensation details for this position: Applicable CBA: Metalmeccanico Minimum annual salary: € 48.000,00 Variable Pay: AIP target 5% + Eligible for Company Productivity Bonus The offer will be tailored based on your role location, experience, skills and qualifications, internal market positioning and alignment with ABB internal standards. Benefits as per policy Flexible working hours, hybrid work options, and a strong focus on work-life integration and Wellbeing support for employees and their families. Welfare plan with a wide range of personalized services, Canteen provided. 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. Join us. Be part of the team where progress happens, industries transform, and your work shapes the world. Run What Runs the World. #ABBCareers #RunwithABB 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.