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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
📌 Customer Care Manager (Pune)
🏢 ABB
📍 Pune