Customer Account Manager

ABB • Mebane, NC

12d • Onsite

About The Position

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 focuses on understanding the complete sales process and meeting or exceeding customer expectations by creating, implementing, and reviewing customer service strategies. The manager ensures service quality, volume, and on-time delivery in line with business standards and customer requests, and develops optimization plans to improve operational excellence and customer satisfaction in collaboration with business counterparts.

This position manages strategic customer accounts and order fulfillment operations, supports cross-functional issue resolution, drives continuous improvement, and oversees post-sales support, claims, and order execution. It monitors account performance through KPI management, forecasting, and executive engagement. The role is onsite in Mebane, North Carolina, with up to 20% domestic and international travel required.

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 Microsoft Excel and PowerPoint.
• 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 with SAP/AMSAP systems.
• 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

• Manage strategic customer accounts and order fulfillment operations, proactively control backlog, optimize delivery performance, and ensure alignment with ABB quality standards and customer commitments.
• Lead cross-functional communication and issue resolution with sales, operations, factories, logistics, and customers to drive customer satisfaction, resolve escalations, and support long-term account success.
• Coordinate 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, providing solutions for complex customer requests and ensuring timely handling of expedites, cancellations, account issues, and quality concerns.
• Monitor account performance through KPI management, forecasting, and executive engagement; facilitate business reviews; collaborate with customers and manufacturing sites; and deliver actionable insights to mitigate risks and support business growth.
• Create, implement, and review customer service strategy, ensuring quality, volume, and on-time delivery based on business standards and customer requests.
• Develop optimization plans to increase operational excellence and customer satisfaction in the sales process.

Benefits

• Choice between two medical plan options: a PPO Copay Plan or a High Deductible Health 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 accidental death and dismemberment insurance equal to 1 times base pay.
• Voluntary life and AD&D coverage, employee-paid up to plan maximums.
• Company-paid short-term disability for up to 26 weeks.
• Company-paid long-term disability at 60% of pay, with an option 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 support 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level