Customer Support Specialist

ABB•Memphis, TN

1d•Hybrid

About The Position

At ABB, we help industries run leaner and cleaner—and every person here makes that happen. You’ll be empowered to lead, supported to grow, and proud of the impact we create together. Join us and help run what runs the world. This position reports to: Customer Support Manager. Your role and responsibilities In this role, you will have the opportunity to act as the first point of contact for ABB Utility OEM customers, with the intention to make ABB an easy and trusted choice to do business with. Each day, you will provide internal and external customer support such as Order inquires related to order resolution, submittal of special pricing agreements, expediting an order, order and payment related assistance, forwarding supplier offers, finding the right speaking partner, etc., and coordinate with relevant resources to have complete case ownership. You will also showcase your expertise by improving customer experience and first contact to cash transition rate and creating more business opportunities for ABB. The work model for the role is: Hybrid/remote. This role is contributing to the ELIP Utility Group and products. You will be mainly accountable for: Recommending appropriate solutions for customer requests and coordinating with related teams to ensure end-to-end handling of the request (e.g., production capability and scheduling, resourcing, quotes, price lists, and invoice) is in place. Initiating customer feedback loops in regular intervals by following commonly agreed processes, understanding their satisfaction level, and identifying areas of continuous improvement. Supporting the regular maintenance of contact lists, routing tables, and information on internal/external pages. Assisting the business in outbound activities like marketing campaigns and providing follow-the-sun or face-to-face customer interaction services.

Requirements

Bachelors Degree OR 4 years of experience in customer service, preferably in a manufacturing and or utility industry.
Basic understanding of the business processes involved in the selling of products from initial pricing inquiry to final invoice and after sale support.
Basic understanding of sales channel strategy.
Demonstrate strong analytical and problem-solving skills.
Demonstrate strong interpersonal and communication skills.
In depth knowledge of Microsoft Office or equivalent applications.
Above average spreadsheet and database skills.

Responsibilities

Act as the first point of contact for ABB Utility OEM customers.
Provide internal and external customer support such as order inquiries related to order resolution, submittal of special pricing agreements, expediting an order, order and payment related assistance, forwarding supplier offers, finding the right speaking partner, etc.
Coordinate with relevant resources to have complete case ownership.
Improve customer experience and first contact to cash transition rate.
Create more business opportunities for ABB.
Recommend appropriate solutions for customer requests and coordinate with related teams to ensure end-to-end handling of the request (e.g., production capability and scheduling, resourcing, quotes, price lists, and invoice) is in place.
Initiate customer feedback loops in regular intervals by following commonly agreed processes, understanding their satisfaction level, and identifying areas of continuous improvement.
Support the regular maintenance of contact lists, routing tables, and information on internal/external pages.
Assist the business in outbound activities like marketing campaigns and providing follow-the-sun or face-to-face customer interaction services.

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