Customer Support Specialist

ABB • Arecibo, PR

6d

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:
Planning & Fulfillment Manager

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.

General Information
In this role, you are responsible for providing technical, order, and payment-related assistance/support to internal and external customers. Also, you will coordinate with relevant stakeholders to obtain complete case ownership and to improve customer satisfaction.

Requirements

• Preferred bachelor’s degree in engineering, Business Administration, or related field with 6+ years relevant work experience in the following: Incoterms knowledge, customer experience success, project execution, and supply chain. Will consider associate’s degree in Eng, BA, or related field with 8+ years relevant work experience
• Advanced level ability to interact and communicate (written and verbal) information to varying levels within the organization.
• Previous Supply Chain Experience
• Advanced ability to use Microsoft Office products.
• Advanced ability to use SAP.
• Moderate ability to Project Manage using MS Project or Excel.
• Advanced ability to write test plans and reports detailing test results.
• Advanced ability to stay organized and meet deadlines on administrative duties.
• Collaborates well with others.
• Works with a sense of urgency and ownership; until the job is complete!

Responsibilities

• Independently solves the most complex customer support issues.
• Ensures the resolution of customer issues by coordinating with Sales, Operations, Supply Chain Management, Feeder Factories, and other internal and/or external teams.
• Recommends appropriate solution for customer requests, and coordinates with the related teams to ensure end-to-end handling of the request (e.g., production capability and scheduling, resourcing, quotes, price lists, invoice, etc.) is in place.
• Keeps the customers proactively informed on the issue status based on the inputs received and clarifies their doubts.
• Ensures a positive customer experience throughout the entire process.
• Prepares and analyzes regular statistics (e.g., forecast) using available tools and collecting additional relevant information.
• Tracks regular sales performance against the target and shares insights with the management.
• Monitor and develop the strategy to ensure 100 % ROTD
• Proactively identify fulfillment issues and communicate them to customers. Work with PMM or Engineering to provide alternate materials if possible.

Benefits

• We want you to bring your full self to work—your ideas, your energy, your ambition. You’ll have the tools and freedom to grow your skills, shape your path, and take on challenges that matter. Here, your work creates impact you can see and feel, every day.

What This Job Offers

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