Customer Care Manager

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This Position reports to:

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. Mina Stakeholders include Customers, Sales, Supply Chain, Manufacturing, Finance/Credit, Logistics, Customer Service Operations, IT/Digital teams, and Regional & Global Leadership.

You will be mainly accountable for:

• Support P2I operational excellence by monitoring regional KPIs, service levels, order cycle times, invoice accuracy, payment timelines, OTIF performance, and implementing improvements to enhance efficiency and customer satisfaction.

• Manage end-to-end customer order fulfillment by coordinating with internal stakeholders to resolve order changes, expediting requests, credit issues, account blocks, suspensions, and other customer service requirements.

• Collaborate with headquarters, manufacturing, and cross-functional teams to ensure on-time delivery, effective supply chain coordination, and seamless execution of customer commitments.

• Support continuous improvement and digital transformation initiatives by identifying process gaps, implementing corrective actions, helping teams use automation and e-commerce tools, and providing performance insights to leadership through regular reporting.

Qualifications for the role:

• Bachelor’s degree in Electronics, Electrical, EEC, or a related engineering discipline.

• 10+ years of experience in Order-to-Cash (O2C), Customer Care, Commercial Operations, Sales Operations, or similar functions within global and matrix organizations.

• Solid knowledge in ERP systems, order management, and process optimization, supporting operational excellence and enhanced customer satisfaction.

• Direct experience in end-to-end order management, including order fulfilment, customer request handling, credit management, and service performance monitoring.

• Demonstrated ability to collaborate with cross-functional and international teams across Asia-Pacific regions to ensure seamless operational execution and customer support.

• Advanced analytical, stakeholder management, and communication skills, with experience in leveraging KPIs and performance metrics to drive continuous improvement.

• Fluent in English; additional proficiency in Southeast Asian languages, Korean, or Japanese is preferred. Willingness to travel within India as required.

More about us:

B&R Industrial Automation 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 has its headquarters in Eggelsberg, Upper Austria. Today, B&R is a leading global solution provider for automating machines and factories and is responsible for machine automation in ABB's Robotics & Discrete Automation division.

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