Customer Support Manager

ABB • Memphis, TN

70d

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: Customer Service Leader (Interim). The work model for the role is: Onsite, Memphis, TN.

Requirements

• Bachelor degree in Business, Management, Accounting, or related field.
• Minimum 8 years of experience in customer support or sales operations, with at least 3 years in a supervisory/managerial role.
• Proven success in supporting B2B or commercial clients in a contact center, inside sales, or account support environment.
• Knowledge of order management, billing, and logistics processes; Proficiency in CRM systems (Salesforce and SAP).
• Strong communication skills, with the ability to influence and build relationships across teams and levels; Experience in coaching, performance management, and team development.
• Experience managing in a metrics-driven environment with demonstrated ability to meet or exceed KPIs.
• Candidates must already have work authorization that would permit them to work for ABB in the US.

Responsibilities

• Lead, coach, and develop a team of customer support specialists serving commercial sales clients; Oversee daily operations of the commercial customer support team, ensuring service levels and performance targets are consistently achieved.
• Act as an escalation point for complex customer issues, providing resolution and reinforcing long-term relationships; Partner with commercial sales leadership to align support activities with sales strategies and growth goals.
• Implement and monitor KPIs, including customer satisfaction (CSAT), service-level agreements (SLAs), order accuracy, and response times; Ensure accurate and timely entry of customer orders, billing resolution, and coordination with logistics and supply chain.
• Develop and maintain training programs, knowledge bases, and process documentation to support team effectiveness; Identify opportunities to improve systems, workflows, and tools to enhance the customer experience and operational efficiency.

Benefits

• 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.
• 401k Savings Plan with Company Contributions.
• Employee Stock Acquisition Plan (ESAP).
• Salaried exempt positions are provided vacation under a permissive time away policy.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees