White Glove OEM Account Manager
Full-time
ABB Inc
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. The work model for the role is: Onsite in Mebane, NC or Lancaster, TX with up to 20% travel required domestically and internationally . #LI-Onsite Your role and responsibilities:
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. The work model for the role is: Onsite in Mebane, NC or Lancaster, TX with up to 20% travel required domestically and internationally . #LI-Onsite Your role and 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.
- 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, and working knowledge of business and operational tools including Power BI, Salesforce, EDI, EWM, Empower, Resilience, COBOL, and Shop Floor Control (SFC) applications is preferred
- Proficiency in English; Spanish is a plus
- Ability and willingness to travel up to 20% of the time (2 times per month) both domestically and internationally. A valid passport will be required.
- Candidates must already have permanent work authorization that would permit them to work for ABB in the US.
- 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
- P aid P arental 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)
Vacancy posted 10 days ago
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