Contact Center Support Specialist
About The Position
At ABB , we help industries run leaner and cleaner—and every person here makes that happen. You’ll be empowered to lead, supported to grow, and proud of the impact we create together. Join us and help run what runs the world. This position reports to: Disputes Team Lead __ Your role and responsibilities: The Contact Center Support Specialist is responsible for the end-to-end resolution of high-value (C&I) disputes ranging from $99M to $35,000 that present material financial, contractual, or reputational risk to ABB. This role focuses on high-value, judgment-intensive dispute resolution requiring deep analytical skills, strong business acumen, expert-level excel or data analysis, and cross-functional collaboration to protect company revenue while maintaining customer relationships. This is a hybrid position based in our Memphis, TN office.
Requirements
- Bachelor's degree in Finance, Accounting, Business Administration, or related field preferred
- 5 years of experience in dispute resolution, credit management, or accounts receivable
- Expert level understanding of Excel spreadsheets tools and macro
- Experience with Shipping and freight, returns, contract pricing, or commercial contracts
- Experience working with SAP or similar ERP systems required
- Prior exposure to SOX compliance and internal controls preferred
Nice To Haves
- Professional certifications (CPA, CMA, or similar) preferred
- Proven track record managing high-value, complex financial disputes
- Background in B2B industrial, manufacturing, or technology sectors preferred
Responsibilities
- Lead end‑to‑end ownership of high‑value C&I disputes ($35K–$99M), including investigation, analysis, financial settlement, and timely resolution.
- Analyze complex pricing, invoicing, contractual terms, and transaction data to determine root causes, financial impact, and appropriate resolution paths.
- Exercise judgment on high‑risk cases, initiate credits or recovery actions within authority, and escalate decisions requiring higher approval while balancing financial and customer considerations.
- Collaborate with Legal, Finance, Sales, Operations, and IT to resolve disputes, ensure compliance and documentation standards, and identify systemic issues and process improvements.
Benefits
- Health, Life & Disability Choice between two medical plan options: A PPO plan called the Copay Plan OR a High Deductible Health Plan (with a Health Savings Account) called the High Deductible Plan.
- Choice between two dental plan options: Core and Core Plus
- Vision benefit
- Company paid life insurance (2X base pay)
- Company paid AD&D (1X base pay)
- Voluntary life and AD&D – 100% employee paid up to maximums
- Short Term Disability – up to 26 weeks – Company paid
- Long Term Disability – 60% of pay – Company paid.
- Ability to “buy-up” to 66 2/3% of pay.
- Supplemental benefits – 100% employee paid (Accident insurance, hospital indemnity, critical illness, pet insurance
- Parental Leave – up to 6 weeks
- Employee Assistance Program
- Health Advocate support resources for mental/behavioral health, general health navigation and virtual health, and infertility/adoption
- Employee discount program
- Retirement 401k Savings Plan with Company Contributions
- Employee Stock Acquisition Plan (ESAP)
- ABB provides 11 paid holidays.
- Salaried exempt positions are provided vacation under a permissive time away policy.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
