Order Management Specialist

ABB•Richmond, VA

6d•$68,600 - $109,760•Onsite

About The Position

At ABB, the Order Management Specialist provides customer support, including technical support and order- and payment-related assistance, to achieve service quality, operational efficiency, and customer satisfaction targets. The role implements customer support strategies, monitors progress toward established targets, and takes improvement actions as needed. It focuses on targets such as finished-goods inventory turn, on-time delivery or customer-requested on-time delivery, and Net Promoter Score (NPS). The specialist processes orders in coordination with Sales, Product Marketing, Logistics, Project Management, and other internal teams to support accurate and timely delivery. As the primary contact for customer queries and orders, the specialist manages orders or small projects from start to finish, resolves issues, handles correspondence, provides updates, coordinates with staff, and works to ensure customer satisfaction. The role also maintains accurate ERP commercial master data, payment and trade policy information, and customer contracts, and shares functional best practices and lessons learned across the organization. The position is onsite and reports to the Order Handling Manager.

Requirements

Relevant experience in customer experience success, project execution, and supply chain, according to one of the following pathways: a bachelor's degree in engineering, Business Administration, or a related field and 2 or more years of relevant work experience; an associate degree in English, BA, or a related field and 3 or more years of relevant work experience; or a high school diploma/GED and 5 or more years of relevant work experience.
Skills in budget and performance management.
Skills in data analysis and reporting.
Project management skills.
Customer satisfaction expertise.
Inventory management and control skills.
Logistics knowledge.
Order handling and fulfillment skills.
Resource management and capacity planning skills.

Nice To Haves

Bachelor’s degree in engineering, Business Administration, or a related field.

Responsibilities

Implement customer support strategies to improve operational excellence and customer satisfaction in the sales process.
Monitor progress toward established targets and implement improvement actions as needed.
Work toward targets for finished-goods inventory turn, on-time delivery or customer-requested on-time delivery, and Net Promoter Score (NPS).
Process orders in coordination with Sales, Product Marketing, Logistics, Project Management, and other internal teams to ensure accurate and timely delivery.
Serve as the first point of contact for customer queries and orders, and ensure customer issues are resolved.
Manage customer orders or small projects as the primary contact throughout their duration, including handling correspondence, providing periodic updates, and coordinating or negotiating with staff as appropriate.
Ensure ERP accuracy for commercial master data, payment and trade policy, customer contracts, and related information.
Share functional best practices and lessons learned across the organization.
Review customer requests and follow up with internal stakeholders until all required actions are completed and the customer is satisfied.

Benefits

Choice between two medical plan options: a PPO Copay Plan or a High Deductible Health Plan with a Health Savings Account.
Choice between Core and Core Plus dental plans.
Vision benefit.
Company-paid life insurance equal to 2 times base pay.
Company-paid AD&D coverage equal to 1 times base pay.
Voluntary life and AD&D coverage, employee-paid.
Company-paid short-term disability coverage for up to 26 weeks.
Company-paid long-term disability coverage at 60% of pay, with an option to increase coverage to 66 2/3% of pay.
Optional employee-paid supplemental benefits, including accident insurance, hospital indemnity, critical illness, and pet insurance.
Parental leave of up to 6 weeks.
Employee Assistance Program.
Health Advocate resources for mental and behavioral health, general health navigation, virtual health, and infertility/adoption.
Employee discount program.
401(k) Savings Plan with company contributions.
Employee Stock Acquisition Plan (ESAP).
11 paid holidays.
Salaried exempt positions have vacation under a permissive time away policy.