Order Handling Manager

ABB•Usa, SC

2d•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: Sales Support Manager - Customer Support The work model for the role is: Onsite, Florence, SC Your role and responsibilities The Order Handling Manager will lead a team of administrators and specialists to handle and coordinate customer support processes from order entry and customer inquiry to product delivery and after-sales service with a primary focus on standard orders within the Modernization and Parts (MAP) business of Electrification Service (ELSE). In this role you will create, implement, and review customer service strategy and ensure quality, volume, and on-time delivery based on business standards and customer requests. Our mission is to perform consistently and deliver value-added services to our customers with the highest level of quality, exceeding customer expectations. You will be mainly accountable for: Creating, implementing, and reviewing customer service strategy and ensures quality, volume, and on-time delivery based on business standards and customer requests; Making optimization plans to increase operational excellence and customer satisfaction in the execution process in collaboration with business counterparts. Leading a team ensuring achievement of established targets, including PO to order entry cycle time, requested on-time delivery, and Net Promoter Score, by overseeing progress and defining improvement actions as needed; Overseeing the management and execution of orders to ensure that customers receive accurate and timely delivery of products and act as the first port of call to customers’ queries and orders. Building long-term and sustainable customer relationships, prioritizing tasks based on the defined criteria to ensure consistent customer satisfaction; Ensuring the resolution of customer issues, including order, technical, and payment-related issues, by coordinating with Sales, Marketing, Product Marketing, Logistics, and other internal and/or external teams. Coordinating customer issue resolution in after-sales service and develops, implements, and maintains customer support processes; Participating in customer support-related development projects, including tools, competencies, and resources

Requirements

Bachelor degree PLUS minimum 5 years customer service experience, OR Associate degree PLUS minimum 7 years related experience OR HS diploma/GED PLUS minimum 9 years related experience.
Proficient in Microsoft Office including Excel, Word, PowerPoint, and Outlook.
Strong communication skills (oral and written).
Operates in a fast-paced environment where critical decisions must be made quickly, and teamwork is essential.
This role does not include relocation. Candidates must already have a work authorization that would permit them to work for ABB in the US.

Nice To Haves

Previous experience with ABB systems, SPINE, SAP, SOM, a plus.

Responsibilities

Creating, implementing, and reviewing customer service strategy and ensures quality, volume, and on-time delivery based on business standards and customer requests
Making optimization plans to increase operational excellence and customer satisfaction in the execution process in collaboration with business counterparts.
Leading a team ensuring achievement of established targets, including PO to order entry cycle time, requested on-time delivery, and Net Promoter Score, by overseeing progress and defining improvement actions as needed
Overseeing the management and execution of orders to ensure that customers receive accurate and timely delivery of products and act as the first port of call to customers’ queries and orders.
Building long-term and sustainable customer relationships, prioritizing tasks based on the defined criteria to ensure consistent customer satisfaction
Ensuring the resolution of customer issues, including order, technical, and payment-related issues, by coordinating with Sales, Marketing, Product Marketing, Logistics, and other internal and/or external teams.
Coordinating customer issue resolution in after-sales service and develops, implements, and maintains customer support processes
Participating in customer support-related development projects, including tools, competencies, and resources

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.