Customer Service Coordinator

ABB•New Berlin, WI

2d•Hybrid

About The Position

The Customer Care Coordinator supports the customer experience team by managing orders and helping ensure customer satisfaction throughout the order lifecycle. The role monitors and resolves order-related issues, coordinates with internal teams, and supports electronic data interchange (EDI) processes. The position is hybrid in New Berlin, Wisconsin, and supports the Motion Drive Products Division.

Requirements

At least 1 year of experience in customer service, order management, or logistics in the manufacturing industry.
Familiarity with ERP systems; SAP is preferred.
Familiarity with EDI platforms.
Strong analytical and problem-solving skills.
Excellent communication and organizational abilities.
Proficiency in Microsoft Excel and other reporting tools.
Must already have work authorization permitting employment with ABB in the United States.

Nice To Haves

Experience with SAP.

Responsibilities

Monitor and analyze open order reports to support timely fulfillment and identify potential delays or discrepancies.
Perform maker-checker validation to ensure accuracy and compliance in order processing and documentation.
Investigate and resolve customer disputes related to orders, shipments, pricing, and invoicing in collaboration with relevant departments.
Manage and verify advanced shipment notifications (ASNs) to provide customers with accurate and timely shipment information.
Assign and track Delivery Confirmation Tracking (DCT) codes to document and trace shipments.
Identify and follow up on unconfirmed order lines to ensure customer orders are complete and accurate.
Sort and help resolve internal and external EDI errors by coordinating with IT and trading partners.
Identify incoming customer cases and route them to the appropriate role for resolution.
Process internal sample orders in SAP according to procedure and support timely turnaround.
Maintain the monthly finance backlog report, ensuring accuracy and releasing orders that can ship.

Benefits

Choice of two medical plans: a PPO Copay Plan or a High Deductible Health Plan with a Health Savings Account.
Choice of two dental plans: Core and Core Plus.
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 accidental death and dismemberment insurance, employee-paid, subject to maximums.
Company-paid short-term disability coverage for up to 26 weeks.
Company-paid long-term disability coverage 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 resources for mental and behavioral health, general health navigation, virtual health, and infertility and adoption support.
Employee discount program.
401(k) Savings Plan with company contributions.
Employee Stock Acquisition Plan (ESAP).
11 paid holidays.
Vacation based on years of service for hourly and non-exempt positions.