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.

Qualifications for the role:

• B.E./B.Tech in Electronics, Electrical, EEC, or a related engineering discipline.

• 10+ years of experience in Order-to-Cash, Customer Care, Commercial Operations, Sales Operations, or related functions within global or matrixed organizations.

• Strong experience with ERP systems, order management processes, and business process improvement initiatives to improve operational excellence and customer satisfaction.

• Extensive skill in end-to-end order handling, including order fulfilment, customer request management, credit processes, and service performance monitoring.

• Experience collaborating with cross-functional and international teams across Austria, Japan, Korea, India, Singapore, and Southeast Asia to ensure seamless operational execution.

• Well-developed analytical, stakeholder management, and communication skills, with the ability to leverage performance metrics and KPIs to support continuous improvement.

• Fluency in English is mandatory; proficiency in a Southeast Asian language, Korean, or Japanese is an advantage.

• Willingness to travel within India as per the need of the project.

More about us:

B&R Industrial Automation GmbH is a manufacturer of automation technology and ABB's global center for machine and factory automation. B&R was founded in 1979 by Erwin Bernecker and Josef Rainer and is headquartered in Eggelsberg, Upper Austria. Today, B&R is one of the world's leading solution providers for machine and factory automation and is responsible for machine automation within ABB's Process Automation division.

Continuous innovation and strong partnerships have been B&R hallmarks for over 45 years!

Building a cleaner, smarter future takes all kinds of minds: the curious, the courageous, and the creative. We welcome people from all backgrounds and experiences.

Ready to make an impact? Apply today or visit www.abb.com to learn more about the impact of our solutions across the globe.

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