White Glove OEM Account Manager-1

ABB•Mebane, NC

3d•Onsite

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: White Glove Customer Support Leader __ In this role, you’ll help run what runs the world, by taking on meaningful work that drives real impact. The work model for the role is: Onsite, Mebane, North Carolina #Li-Onsite Travel to other plants required once per month, <10%. Your role and responsibilities: We are seeking a Customer Service Manager to lead our sales operations team in delivering exceptional customer experiences. In this role, you will manage a team of administrators and specialists, overseeing the complete customer journey from initial inquiry through product delivery and after-sales support. You will lead the execution of high-volume accounts while coordinating with relevant functions across the organization, ensuring complete ownership from forecast to product delivery. Understanding the complete operations process and systems at RDCs and feeder factories is essential to meet and exceed customer expectations and increase satisfaction. Your focus will be on developing and implementing customer service strategies that drive operational excellence, optimize processes, and exceed customer expectations. Success in this role requires strong leadership, deep operational knowledge, and the ability to balance quality, volume, and on-time delivery while continuously improving performance metrics and customer satisfaction.

Requirements

Bachelor’s degree in Business Administration or Engineering.
8+ years of Experience manufacturing, project management, and planning and operations (ideally all four of these).
Beginner to moderate proficiency in English.

Nice To Haves

Conversational proficiency in Spanish is a plus.
Prior knowledge of breakers technical experience is a plus.
Experience using SAP, Sequel, Excel/PowerPoint, and/or PowerBI is a plus.

Responsibilities

Monitor and control backlog in proactive approach to ensure customers receive accurate and timely information about deliveries to fulfill volumes according to ABB quality standard, making sure the utilization of available resources.
Lead and own communication across the organization of internal/external stakeholders, and customer issues resolution process to ensure customer´s satisfaction.
Build long-term relationships with customers to collaborate and improve process as needed looking at the success of the account.
Communicates appropriate information to the internal stakeholders in a timely and effective manner to achieve desired understanding and support.
Ensures that the accounts consistently operate in alignment with contract and request claims management support as needed in accordance with ABB policies and contractual agreements.
Lead the continues improvement process coordinating internal/external stakeholders to ensure the optime process for the partnership (guidelines, tools, and templates).

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 Retirement
401k Savings Plan with Company Contributions
Employee Stock Acquisition Plan (ESAP)
Time off ABB provides 11 paid holidays.
Vacation is provided based on years of service for hourly and non-exempt positions.
Salaried exempt positions are provided vacation under a permissive time away policy.