Customer Support

• Serve as the primary EMEA Operate State contact for the supported Deliver Customer Service business area, ensuring effective coordination between business stakeholders, Super Users, Global Product Owners, Technical Owners, and JJT.
• Build strong, collaborative relationships with end users, Super Users, and global platform teams to foster alignment, adoption, and effective use of the SAP S/4HANA platform.
• Coordinate and facilitate standardized regression testing processes within the business function, ensuring consistency, quality, and alignment with release and deployment timelines.
• Guide persona-based security role design and maintenance in alignment with global standards, business requirements, and compliance expectations.
• Identify, track, and analyze business errors, coordinate resolution efforts, facilitate escalation management, and identify trends for continuous improvement.
• Partner with the Super User community to manage platform enhancement requests, ensuring alignment with global design governance, business value, and functional priorities.
• Enable smooth transition of newly deployed users from hypercare to Operate State, ensuring readiness, adoption, and a positive onboarding experience.
• Lead intake, assessment, and prioritization of platform demands from the supported area, managing funding alignment, governance interdependencies, and backlog prioritization.
• Partner with the Master Data Governance team to implement a coordinated data support model that strengthens data quality, consistency, and operational reliability.
• Drive KPIs and Control Tower metrics for the supported business function(s), partnering with stakeholders to ensure visibility, issue tracking, proactive risk mitigation, and continuous improvement.
• Contribute to the design and delivery of the Super User Certification program, including curriculum development, training execution, engagement tracking, and competency validation.
• Oversee Super User communities within the assigned area, ensuring ongoing training, onboarding, engagement, knowledge sharing, and proactive succession planning.
• Maintain and continuously improve tools, processes, and governance routines within the Operate State enablement model to enhance efficiency and effectiveness.
• Provide functional guidance for projects impacting SAP S/4HANA in the supported area, collaborating with cross-functional teams to ensure business requirements are reflected in system design, testing, deployment, and sustainment.

EMEA Deliver Customer Service Lead

• Supporting the team in preparing proposals and concepts for digital solutions in industry and energy
• Understanding ABB’s portfolio of digital solutions (Automation and Energy Industries)
• Collaboration on solutions in areas such as AI/ML, Digital Twin, Predictive Optimization & Condition Monitoring, Energy Management, MES Systems, Cyber Security, etc.
• Close cooperation with digitalization, automation, electrical, systems, and software development teams
• Coordinating the creation of training materials and scheduled trainings in cooperation with the EUOPC ABB University team
• Organizing internal seminars and professional events
• Collaboration with marketing and communication (MarCom) teams within EUOPC and the Energy Industries division
• Occasional travel to customer sites

Sales Support Specialist

• Case Management
• Case Ownership: Ensure all customer queries (received via all channels) are responded within agreed SLA & quality by efficient collaboration with relevant stakeholders whilst keeping customer informed during the resolution process.
• Case Prioritization: Prioritizing of customer requests based on the criticality of the query to meet customer expectations.
• Case Analysis & Dispatch: Analyze customer queries and consult experts or dispatch to the correct team for faster/quality turn around time.
• Escalations: Alert and escalate customer recurring issues/pain points to Regional Office Customer Care manager
• Service Level Management
• Monitor SLA: Ensure customer Service Levels are maintained as tender/contract SOP
• Proactive Monitoring
• Act as exclusive single point of contact for customer & build strong relationship with the customer
• Manage lifecycle case management and dispatch cases to back office team.
• be the single entry point for all customer queries in a spoc mode
• Customer Service owns the entire life cycle of interactions and under any circumstances customer must not be forwarded to other departments.
• Answering customer inquiries: Responding to customer calls, cases or chat messages to provide support, answer questions, and resolve issues
• Central point to handle exceptions / customer special demands
• Resolving complaints in case of unexpected shipment disruptions/ issues
• Addressing customer complaints or concerns in a professional and efficient manner, providing and appropriate solutions / alternatives within committed timelines
• Coordinate with related internal teams and follow up to ensure ResolutionContact customers and manage/coordinate system modifications when needed (vessel delays, call omits, roll over, cut & run, late VGM etc.)
• Collaborating with other departments and manage communication between Different Teams (Agency, HO, Customers…)
• Follow up on TPS and NPS feedback.
• Identifying opportunities and propose to customers upsell and x-sell (VAS/Carrier haulage/ VGM/ CEVA services)

Customer Service Officer

• Manage and develop a team of team leaders overseeing a 50-strong remote customer service team, setting clear performance expectations and fostering high performance under pressure.
• Work closely with the Customer Experience and QA teams on customer journey optimisation, process improvement, and automation initiatives - ensuring the customer service team's insights and frontline experience feed directly into these efforts.
• Collect and analyse customer feedback (e.g., surveys, reviews) alongside the Customer Experience team to identify pain points and opportunities to enhance the overall experience.
• Track and improve key service metrics, such as Net Promoter Score (NPS), customer satisfaction, and customer effort score, driving quality of service across the team.
• Collaborate with marketing, product, and technology teams to ensure all customer touchpoints (website, booking platform, support) align with customer needs and expectations.
• Develop communication strategies to improve how customers are informed about delivery updates, service disruptions, and issue resolutions.
• Identify opportunities to introduce new services, tools, or processes that enhance the customer experience, working with the relevant teams to bring them to life.
• Support initiatives to provide customers with educational content (e.g., how-to guides, FAQs) to improve self-service options and reduce the need for support.
• Liaise with courier partners (DHL, FedEx, UPS) to ensure they provide services that meet or exceed customer expectations.

Customer Service Manager

• Lead and develop high-performing Customer Service teams
• Define and implement service strategies, standards, and best practices
• Drive customer satisfaction, service quality, and operational excellence
• Monitor and improve key performance metrics and service processes
• Manage complex customer escalations and support cross-functional problem-solving
• Partner with Sales, Marketing & Communications, Supply Chain, Finance, Operations, and IT to improve the end-to-end customer experience
• Drive continuous improvement and service transformation initiatives
• Optimize the use of CRM and SAP systems to improve customer service processes, reporting, customer insights, and operational efficiency
• Identify opportunities for process simplification, automation, and digitalization leveraging CRM and SAP capabilities
• Act on behalf of the Customer Service function in assigned projects, governance forums, and leadership discussions

Head of Customer Service

• The Customer Service Representative is responsible for providing the highest level of service to customers by processing orders, quotes and assisting customers with catalog information, always maintaining and exhibiting Mouser values to each and every customer.
• Generates new and repeat business through customer service initiatives.
• Accurately processes customer transactions such as orders, quotes or returns with a strong focus on service excellence.
• Follows up with customers to ensure ongoing customer satisfaction and to resolve any customer concerns that may arise.
• Provides information regarding availability of in-stock and out-of-stock items.
• Provides customers with cross-selling and up-selling opportunities, and offers associated products and promotional items.
• Researches and expedites customer orders.
• Monitors and ensures delivery date and product quality to meet customer requirements; verifies customer orders are processed correctly.
• Confirms special handling orders are expedited.
• Fills requests for catalogs, information or samples.
• Supports local Customer Service teams, and provides support for other teams when needed.
• Other duties as assigned

Customer Service Representative

• L1 technická podpora a fungování jako klíčový komunikační most mezi zákazníkem a naším vývojem
• Psaná a mluvená komunikace s českými a zahraničními klienty
• Řešení technických problémů a oříšků spojených s nastavením uživatelských účtů
• Úzká spolupráce s obchodníky z Česka i ostatních trhů
• Příležitostně zapojení do interních firemních projektů
• Držení příležitostné pohotovosti v případě nouze

Group Customer Care Specialist

• Outbound Transaction Management: Proactively manage and resolve issues related to pre-booked package holiday components for Czech customers (flights, hotels, transfers, etc.).
• Social Media Engagement: Act as the primary responder for customer inquiries and engagement across social media channels, initially focusing on Facebook and Twitter, with the flexibility to expand to new channels as the market grows.
• Complaint Resolution: Serve as the final escalation channel, handling complex customer complaints and issues efficiently and empathetically, including outbound calling when necessary to resolve urgent matters.
• Market Insight: Support the Marketing team by providing valuable market insights, understanding customer trends, and sharing knowledge about what motivates customers in the Czech market.
• Content & Quality Assurance: Support content teams with expert translations and vet both internal and customer-facing documents and web content for correct spelling and grammatical accuracy in Polish.
• Chatbot Training: Collaborate with the Tech team to train our chatbot, Sandy, helping it to effectively learn and communicate fluently in Czech.

Customer Support jobs in Czechia

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