Customer Service Lead
daniels-sharpsmart
Customer Service Lead
abb· MYRBT ABB Robotics Malaysia Sdn Bhd
About this role
At ABB, we help industries outrun - leaner and cleaner. Here, progress is an expectation - for you, your team, and the world. As a global market leader, we’ll give you what you need to make it happen. It won’t always be easy, growing takes grit. But at ABB, you’ll never run alone. Run what runs the world.
This role sits within ABB's Robotics business, a leading global robotics company. We're entering an exciting new chapter as we’ve announced the plan for SoftBank Group to acquire ABB Robotics. SoftBank is a globally recognized technology group and investor/operator focused on AI, robotics, and next-generation computing. By joining us now, you’ll be part of a pioneering team shaping the future of robotics—working alongside world-class experts in a fast-moving, innovation-driven environment.
This Position reports to:
Business Manager - Commercial&Operations
Your role and responsibilities
In this role, you will play a key part in delivering exceptional customer support and managing order and payment-related processes to achieve high standards of service quality, operational efficiency, and customer satisfaction. You will be responsible for customer support strategies execution that enhance operational excellence and optimize the end-to-end sales process. Additionally, you will monitor performance against established targets, proactively identify opportunities for improvement, and implement effective actions to ensure continuous enhancement of customer experience and business outcomes.
The work model for the role is: #Li_hybrid
This role is contributing to the ABB Robotics in Malaysia.
You will be mainly accountable for:
In this role, you will play a key part in delivering exceptional customer support and managing order and payment-related processes to achieve high standards of service quality, operational efficiency, and customer satisfaction. You will be responsible for customer support strategies execution that enhance operational excellence and optimize the end-to-end sales process. Additionally, you will monitor performance against established targets, proactively identify opportunities for improvement, and implement effective actions to ensure continuous enhancement of customer experience and business outcomes.
The work model for the role is: #Li_hybrid
This role is contributing to the ABB Robotics in Malaysia.
You will be mainly accountable for:
- Lead and coordinate day-to-day customer service operations for the Robotics business, ensuring exceptional service delivery and customer satisfaction.
- Act as the primary point of contact for customers, managing orders, quotations, service requests, inquiries, and escalations in a timely and professional manner.
- Collaborate closely with Sales, Service, Supply Chain, and Finance teams to ensure seamless order fulfilment, issue resolution, and an outstanding end-to-end customer experience.
- Monitor service performance against SLAs and KPIs, identify improvement opportunities, and drive continuous process enhancements to improve operational efficiency.
- Manage governmental stamp duty submissions and related documentation for purchase orders, ensuring compliance with relevant regulatory requirements.
- Support internal controls, compliance, and audit activities while coaching and developing team members to achieve operational excellence and business objectives.
Qualifications for the role
- Bachelor’s degree in business administration, Supply Chain Management, Marketing or a related field.
- Minimum 8 years of experience in customer service, order management, service operations, or a similar customer-facing operational role.
- Demonstrated ability to lead, coach, or mentor teams; prior supervisory experience will be an advantage.
- Strong customer-focused mindset with excellent communication, stakeholder management, problem-solving, and organizational skills.
- Experience in working in a flat and lean organisation structure, proficiency in SAP, Salesforce, or other ERP/CRM systems are desirable;
- Fluency in English is required.
We value people from different backgrounds. Could this be your story? Apply today or visit www.abb.com to read more about us and learn about the impact of our solutions across the globe.
Frequently Asked Questions
Is the salary disclosed for the Customer Service Lead position at abb?
The salary for this Customer Service Lead role at abb is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Customer Service Lead position at abb located?
This Customer Service Lead role at abb is based in Petaling Jaya, Selangor, Malaysia. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Customer Service Lead role at abb full-time or part-time?
This is listed as a Full time position. It is posted as a Customer Service Lead role in the MYRBT ABB Robotics Malaysia Sdn Bhd department at abb.
Which team or department does the Customer Service Lead at abb belong to?
This Customer Service Lead position is part of the MYRBT ABB Robotics Malaysia Sdn Bhd department at abb. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Customer Service Lead position at abb?
Click the "Apply Now" button on this page. You will be redirected to abb's official application portal hosted on workday where you can submit your application directly.
When was the Customer Service Lead job at abb posted?
This Customer Service Lead position at abb was posted on Sep 22, 2026. Apply as soon as possible — early applications are often reviewed first.
Customer Service Lead
abb
You'll be redirected to abb's official application page on Workday.