Customer Service Country Lead, ABB Oy
About this role
Customer Service Country Lead
Helsinki | Pitäjänmäki
We are looking for a Customer Service Country Lead to join ABB's Drive Products Customer Service team and support order-to-delivery processes for Local Sales Units (LSUs) globally.
This role focuses on process ownership, customer service, stakeholder coordination, and continuous improvement in a fast-paced international environment.
About the role
In this role, you will support the order-to-delivery process for frequency converters, maintain proactive relationships with LSUs, and coordinate closely with internal stakeholders to ensure end-to-end case ownership and high customer satisfaction.
The work model for this role is hybrid, and the position is part of ABB Oy, Drive Products division, Operations Customer Service in Helsinki.
You will be part of the Drive Products Customer Service team, working with LSUs globally to ensure smooth collaboration, reliable deliveries, and a high level of service.
Responsibilities
- Your main responsibilities include delivering high-quality order-to-delivery support for ABB's LSUs by managing orders end to end, ensuring export control compliance, meeting target lead times, and providing training, documentation, and daily support.
- You will drive collaboration and continuous improvement by leading regular LSU sessions, gathering customer feedback, developing LSU-specific instructions, and contributing to development initiatives, projects, and pilots.
- You will improve process efficiency and automation by developing order handling, documentation, and system usage while ensuring consistent practices across LSUs. The role requires the ability to work effectively in a fast-paced environment, respond to customer enquiries, and collaborate closely with cross-functional stakeholders.
- You will also take ownership of data analysis and KPI follow-up by monitoring, analyzing, and acting on individual, country-specific, and business-level KPIs. You will int