RDC Customer Support Specialist

ABB•Lancaster, TX

4d•Onsite

About The Position

The RDC Customer Support Specialist provides technical, order, and payment-related assistance to internal and external customers. The role independently handles complex support issues and coordinates with relevant stakeholders to take ownership of cases and improve customer satisfaction. This is an onsite position in Lancaster, Texas, in the Dallas region, reporting to the RDC Planning & Fulfillment Lead. The specialist coordinates customer issue resolution with Sales, Operations, Supply Chain Management, feeder factories, and other internal or external teams. The role recommends solutions and coordinates end-to-end handling of customer requests, including production capability and scheduling, resourcing, quotes, price lists, and invoices. It keeps customers informed, clarifies questions, and supports a positive customer experience throughout the process. The position also prepares and analyzes regular statistics, such as forecasts, tracks sales performance against targets, shares insights with management, and develops strategies to ensure 100% ROTD. The specialist proactively identifies fulfillment issues, communicates them to customers, and works with PMM or Engineering to provide alternate materials when possible.

Requirements

Bachelor's degree in Engineering, Computer Science, Business Administration, or a related field and 6+ years of experience in Incoterms knowledge, customer experience success, project execution, and/or supply chain; or an Associate's degree in Engineering, Business Administration, or a related field and 8+ years of relevant experience; or a high school diploma/GED and 10+ years of relevant experience.
Advanced ability to communicate information in writing and verbally 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.
Ability to collaborate well with others.
Ability to work with a sense of urgency and ownership until the job is complete.
Must already have work authorization permitting employment with ABB in the United States.

Responsibilities

Independently solve the most complex customer support issues.
Coordinate with Sales, Operations, Supply Chain Management, feeder factories, and other teams to resolve customer issues.
Recommend solutions to customer requests and coordinate end-to-end handling, including production capability and scheduling, resourcing, quotes, price lists, and invoices.
Keep customers proactively informed about issue status and clarify their questions.
Ensure a positive customer experience throughout the process.
Prepare and analyze regular statistics, including forecasts, using available tools and additional relevant information.
Track sales performance against targets and share insights with management.
Monitor and develop the strategy to ensure 100% ROTD.
Identify fulfillment issues proactively and communicate them to customers.
Work with PMM or Engineering to provide alternate materials when possible.

Benefits

Choice of two medical plan options: a PPO Copay Plan or a High Deductible Health Plan with a Health Savings Account.
Choice of two dental plan options: Core and Core Plus.
Vision benefit.
Company-paid life insurance equal to 2x base pay.
Company-paid AD&D equal to 1x base pay.
Voluntary life and AD&D coverage, employee-paid, subject to maximums.
Company-paid short-term disability for up to 26 weeks.
Company-paid long-term disability at 60% of pay, with an option to increase coverage to 66 2/3% of pay.
Supplemental employee-paid benefits, including accident insurance, hospital indemnity, critical illness, and pet insurance.
Paid parental leave.
Employee Assistance Program.
Health Advocate support 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.
Vacation under a permissive time away policy for salaried exempt positions.