White Glove OEM Account Manager

ABB•Lancaster, NC

2d•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 will have the opportunity to lead a team of administrators and specialists to handle and coordinate customer support processes in local Sales units, from customer inquiry to product delivery and after-sales service, to understand the complete sales process and to meet and exceed customer expectations. Each day, you will create, implement, and review customer service strategy and ensure quality, volume, and on-time delivery based on business standards and customer requests. You will also showcase your expertise by making optimization plans to increase operational excellence and customer satisfaction in the sales process in collaboration with business counterparts.

Requirements

Bachelor’s Degree required; Engineering focus preferred
8+ years of Experience in Manufacturing, Project Management, Planning and/or operations
Proficiency in Microsoft Excel and PowerPoint, SAP/AMSAP systems
Proficiency in English
Candidates must already have permanent work authorization that would permit them to work for ABB in the US.

Nice To Haves

working knowledge of business and operational tools including Power BI, Salesforce, EDI, EWM, Empower, Resilience, COBOL, and Shop Floor Control (SFC) applications is preferred
Spanish is a plus

Responsibilities

Manage strategic customer accounts and order fulfillment operations, proactively controlling backlog, optimizing delivery performance, and ensuring alignment with ABB quality standards and customer commitments
Lead cross-functional communication and issue resolution efforts, partnering with sales, operations, factories, logistics, and customers to drive customer satisfaction, resolve escalations, and support long-term account success
Drive continuous improvement initiatives by coordinating internal and external stakeholders to streamline processes, implement best practices, and enhance operational efficiency across the customer lifecycle
Oversee post-sales support, claims management, and order execution, providing effective solutions for complex customer requests while ensuring timely handling of expedites, cancellations, account issues, and quality concerns
Monitor account performance through KPI management, forecasting, and executive engagement, facilitating business reviews, collaborating with customers and manufacturing sites, and delivering actionable insights to mitigate risks and support business growth.

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
Paid Parental Leave
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)
11 paid holidays.
Salaried exempt positions are provided vacation under a permissive time away policy.