Customer Care Manager

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:

Regional Commercial Operations Manager

Your role and responsibilities

In this role, you will be responsible for overseeing customer care excellence across the region by managing end-to-end order fulfillment, service performance, and process improvement initiatives. The role requires a combination of operational leadership, customer focus, data-driven decision-making, and cross-functional collaboration to deliver a high-quality customer experience and support business growth.

The work model for the role is: #LI- Hybrid

This role is contributing to the Machine Automation Division -B&R in Pune region in India.

You will be mainly accountable for:

- Establish, monitor, and manage regional P2I KPIs and service level targets to ensure operational excellence and customer satisfaction.

- Track and analyze order processing cycle times, invoice accuracy, payment timelines, and other key performance indicators to enhance efficiency.

- Prepare and present monthly performance reports and insights to regional and functional leadership, highlighting progress and improvement opportunities.

- Identify process gaps and performance bottlenecks, implementing corrective and preventive actions to support continuous improvement initiatives.

- Manage customer requests end-to-end by coordinating with internal stakeholders to ensure timely resolution of order changes, order fulfillment, expediting requests, credit management, account blocks, suspensions, and related activities.

- Collaborate closely with Headquarters and manufacturing teams to ensure on-time delivery and effective supply chain coordination.

- Manage the adoption and implementation of digital tools, including order automation, e-commerce platforms, and customer portals, to improve productivity, process quality, and customer experience.

- Review operational statistics, OTIF performance, and other relevant metrics, taking timely actions to optimize processes, improve service levels, and enhance overall business performance.