RDC Customer Service Representative

ABB•Mount Juliet, TN

11d•Onsite

About The Position

At ABB, we help industries outrun - leaner and cleaner. Here, progress is an expectation - for you, your team, and the world. As a global market leader, we’ll give you what you need to make it happen. It won’t always be easy, growing takes grit. But at ABB, you’ll never run alone. Run what runs the world. This Position reports to: Planning & Fulfillment Manager As a Customer Service Representative in our Regional Distribution Center, you will play a vital role in ensuring exceptional service and support for our customers. Your primary responsibility will be to act as a liaison between our customers and the distribution center, addressing inquiries, resolving issues, and facilitating smooth order processing and fulfillment. The work model for the role is: Onsite This role is contributing to the ABB Smart Power division at the Regional Distribution Center in Mt Juliet, TN.

Requirements

Bachelor’s degree in Engineering, Business Administration, or related field with 6+ years relevant work experience in the following: customer service, warehouse/logistics environment, project management and supply chain.
Strong communication and interpersonal skills, with the ability to build rapport with customers and internal teams.
Detail-oriented with excellent problem-solving abilities and a customer-first mindset.
Proficiency in Salesforce, SAP, Microsoft Office & PowerBI.
Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
Candidates must already have work authorization that would permit them to work for ABB in the US.

Responsibilities

Resolve customer support inquiries via phone, email, and chat, providing accurate information and a positive customer experience through professional and efficient interactions.
Coordinate with internal and external teams, including Sales, Operations, Supply Chain Management, Logistics, Inventory Management, Planning, and Feeder Factories, to ensure timely resolution of customer issues and efficient order fulfillment.
Monitor order status and proactively keep customers informed on issue status, addressing any potential delays or challenges, while providing alternative solutions.
Assist customers with returns, exchanges, and product inquiries related to MTS (Make-to-Stock) products, managing end-to-end handling of requests, including production capability, scheduling, resourcing, quotes, price lists, and invoices.
Support and receive regular reports and forecasts from our P&F team.
Provide guidance and mentorship to less experienced customer support team members while identifying opportunities to enhance customer satisfaction and streamline processes within the distribution center.
Execute order management solutions in SAP based on customer requests such as cancellations, address changes, shipping methods, date updates, special delivery instructions, etc.
Order handling and Order backlog review (blocked orders, deliveries, inventory review) and execution tied to our business KPIs.

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.