“I usually tell my friends, ABB is like school, you learn something new every day. The working culture is also like no other. If there is an issue, we are always open for discussions to solve it,” Retnosari says.
For Retno, every day is a learning process in ABB. Having to adapt quickly to the changes around her, from simplifying processes to making systems more efficient and effective, she finds herself being in an environment where she can continuously hone her skills as an order handler.
Retno’s exceptional efforts were quickly recognised and when the opportunity to become a customer support manager opened up, she was encouraged to apply. However, this role does not come without its challenges. Before accepting the position, she recalled feeling anxious and worried about the hurdles that she would have to overcome, especially having to be a leader for her former peers. Fortunately, her team members were incredibly supportive in helping her adjust to her new role. Up until now, she would often seek advice from them in areas that she is unfamiliar with, such as logistics, buyer position, shipment processes, and customs clearance. “During Covid, we had many delayed shipments for as long as ten to twelve months due to border issues from our factories abroad. Even though the logistics team were more experienced than me, they were willing to explain the shipment process, and even gave me advice on how to deal with customers regarding the ongoing issue.” she shared. Retno felt tremendous support from her team during challenging times.
The unwavering support from Retno’s Local Business Unit manager also played a huge part in giving her the confidence to take on her new role. “I trust that you can do very well in this position. If I trust you, why don’t you trust yourself?” was something her manager said that really resonated with her and made her realise that she should have more confidence in her own abilities. Despite that, Retno acknowledges that there is room for growth in her people management skills, where she closely observes and learns from her manager, in pursuit of strategies that work best for her and her team.
From being a customer support specialist to being a customer operations manager, Retno’s journey in ABB exemplifies the potential of continuous learning, determination, and the invaluable support of a team. “I am an introvert, so to the people who are like me, have confidence in yourself, and take on any challenges that come your way.”
