Customer Account Manager

ABB•Mebane, NC

12d•Onsite

About The Position

At ABB, the Customer Account Manager leads a team of administrators and specialists coordinating customer support processes in local Sales units, from customer inquiry through product delivery and after-sales service. The role develops, implements, and reviews customer service strategy, ensuring quality, volume, and on-time delivery in line with business standards and customer requests. It also develops optimization plans to strengthen operational excellence and customer satisfaction in collaboration with business counterparts. The position manages strategic customer accounts and order fulfillment, monitors backlog and delivery performance, and ensures alignment with ABB quality standards and customer commitments. It coordinates communication and issue resolution among sales, operations, factories, logistics, and customers; oversees post-sales support, claims, and order execution; and drives process improvements throughout the customer lifecycle. Account performance is monitored through KPIs, forecasting, executive engagement, and business reviews. The role is onsite in Mebane, North Carolina, and requires up to 20% domestic and international travel.

Requirements

Bachelor’s degree and at least 3 years of experience; alternatively, an associate’s degree in Engineering, Business Administration, or a related field and at least 6 years of relevant experience; or a high school diploma/GED and at least 10 years of relevant experience.
Experience in manufacturing, project management, planning, and/or operations.
Proficiency in English.
Ability and willingness to travel up to 20% of the time, approximately twice per month, domestically and internationally; a valid passport is required.
Must already have permanent work authorization permitting employment with ABB in the United States.

Nice To Haves

Proficiency in Microsoft Excel and PowerPoint, SAP/AMSAP systems, and working knowledge of business and operational tools including Power BI, Salesforce, EDI, EWM, Empower, Resilience, COBOL, and Shop Floor Control (SFC) applications.
Spanish language skills.

Responsibilities

Lead a team of administrators and specialists coordinating customer support processes from inquiry through product delivery and after-sales service.
Create, implement, and review customer service strategy, ensuring quality, volume, and on-time delivery according to business standards and customer requests.
Develop optimization plans to improve operational excellence and customer satisfaction in the sales process.
Manage strategic customer accounts and order fulfillment operations, proactively controlling backlog, optimizing delivery performance, and aligning with ABB quality standards and customer commitments.
Lead cross-functional communication and issue resolution with sales, operations, factories, logistics, and customers to resolve escalations and support customer satisfaction and long-term account success.
Coordinate continuous improvement initiatives with internal and external stakeholders to streamline processes, implement best practices, and improve operational efficiency across the customer lifecycle.
Oversee post-sales support, claims management, and order execution, including expedites, cancellations, account issues, and quality concerns.
Monitor account performance using KPIs and forecasting; facilitate business reviews, collaborate with customers and manufacturing sites, engage executives, and provide actionable insights to mitigate risks and support business growth.

Benefits

Choice between two medical plan options: a PPO Copay Plan or a High Deductible Plan with a Health Savings Account.
Choice between Core and Core Plus dental plans.
Vision benefit.
Company-paid life insurance equal to 2 times base pay.
Company-paid AD&D insurance equal to 1 times base pay.
Voluntary life and AD&D coverage, employee-paid up to maximums.
Company-paid short-term disability coverage for up to 26 weeks.
Company-paid long-term disability coverage at 60% of pay, with the ability to buy up to 66 2/3% of pay.
Supplemental employee-paid benefits, including accident insurance, hospital indemnity, critical illness, and pet insurance.
Paid parental leave.
Employee Assistance Program.
Health Advocate resources for mental and behavioral health, general health navigation, virtual health, and infertility/adoption.
Employee discount program.
401(k) Savings Plan with company contributions.
Employee Stock Acquisition Plan (ESAP).
11 paid holidays.
Vacation under a permissive time-away policy for salaried exempt positions.