Sr Customer Care Representative

ABB•New Berlin, WI

9d•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 Care Manager. In this role, you will have the opportunity to provide technical, order, and payment-related assistance/support to the internal and external customers. Each day, you will coordinate with relevant stakeholders to obtain complete case ownership. You will also showcase your expertise by improving customer satisfaction. The work model for the role is: Hybrid. This role is contributing to the MOSE Customer Service Team in the USA. Main stakeholders are MOSE Leadership. You will be mainly accountable for: Ensuring the resolution of customer issues by coordinating with Sales, Operations, Supply Chain Management, and other internal and/or external teams. Recommending appropriate solution for customer requests and coordinating 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. Keeping the customers proactively informed on the issue status based on the inputs received and clarifying their doubts. Preparing and analyzing regular statistics (e.g., forecast) using available tools and collecting additional relevant information and tracking regular sales performance against the target and sharing insights with the management. Our team dynamics: You will join a talented and high performing team, where you will be able to thrive.

Requirements

10 years of experience in customer service
Bachelor's degree in Business or related field
Experience working with reporting tools and methodologies
Proficiency with MS Office, Salesforce, Power BI, Snowflake, and other specialized software/platforms
Fluent in English with advance verbal and written communication skills

Nice To Haves

Knowledge of the Variable Frequency Drives market a plus
You are passionate about data analytics and customer service

Responsibilities

Ensuring the resolution of customer issues by coordinating with Sales, Operations, Supply Chain Management, and other internal and/or external teams.
Recommending appropriate solution for customer requests and coordinating 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.
Keeping the customers proactively informed on the issue status based on the inputs received and clarifying their doubts.
Preparing and analyzing regular statistics (e.g., forecast) using available tools and collecting additional relevant information and tracking regular sales performance against the target and sharing insights with the management.

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)
ABB provides 11 paid holidays.
Salaried exempt positions are provided vacation under a permissive time away policy.